US Patent Issued to NICE on May 20 for "System and methods of identifying and utilizing agent credibility divergence in contact center quality processes" (Indian, American Inventors)

ALEXANDRIA, Va., June 16 -- United States Patent no. 12,309,320, issued on May 20, was assigned to NICE LTD. (Ra'anana, Israel).

"System and methods of identifying and utilizing agent credibility divergence in contact center quality processes" was invented by Rahul Vyas (Rajasthan, India), Salil Dhawan (Pune, India) and Jason Williams (Sandy, Utah).

According to the abstract* released by the U.S. Patent & Trademark Office: "Agent credibility systems and methods, and non-transitory computer readable media, include receiving a recorded interaction between a customer and a contact center agent; retrieving or determining a credibility divergence determinant (CDD) score of the contact center agent, wherein the CDD score is based on values of a...