US Patent Issued to NICE on June 17 for "Systems and methods to triage contact center issues using an incident grievance score" (Indian Inventors)

ALEXANDRIA, Va., June 19 -- United States Patent no. 12,333,553, issued on June 17, was assigned to NICE LTD. (Ra'anana, Israel).

"Systems and methods to triage contact center issues using an incident grievance score" was invented by Salil Dhawan (Pune, India), Swati Pranay Kadu (Pune, India) and Yuvraj Amrutrao Sawant (Pune, India).

According to the abstract* released by the U.S. Patent & Trademark Office: "Systems for and methods of assessing the priority of a customer reported issue include receiving input regarding a customer issue experienced by a customer; calculating an incident grievance score by inserting the received input into a machine learning model; assigning a priority to the customer issue based on the calculated incident ...