System and method for supporting effective campaign management in a cloud-based contact center platform

US12190346B1 · kind B1 · utility

Assignee

• NICE LTD. · IL

Inventors

• Amit Ugane · Pune, IN
• Gourav Mandhane · Pune, IN
• Harshal Dhake · Pune, IN
• Prakash Walkoli · Pune, IN
• Prashant Kulkarni · Pune, IN
• Shrikant Lavhate · Navi Mumbai, IN

Key dates

• Filing date: Jun 28, 2023
• Grant date: Jan 7, 2025
• Expiry date: Jun 28, 2043

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/0242
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

A system for supporting effective campaign management in a cloud-based contact center platform. The system includes a campaign analytics engine. The campaign analytics engine includes retrieving campaign offerings of a running campaign; retrieving time-stamped text transcripts of interactions of agents of the running campaign; parsing the retrieved time-stamped text transcripts of interactions to yield parsed transcripts and related customer sentiment; comparing the yielded parsed transactions with the retrieved campaign offerings to generate analytical data. The generated analytical data includes at least one of: (i) agent campaign delivery effectiveness score; and (ii) probability of conversion. When an agent has an agent campaign delivery effectiveness score below a first threshold excluding the agent from the running campaign and sending the campaign delivery effectiveness score of the agent along with agent details and a preconfigured training list to be assigned to the agent by a QM application.