Systems and methods for prioritizing emergency calls

Number of patents in Portfolio can not be more than 2000

United States of America

PATENT NO 11375063
SERIAL NO

17197742

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Abstract

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Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; extracting, by a data calculation engine, organization, location, and time information from the text; calculating, by the data calculation engine, a priority of the call interaction from the extracted information and the text; determining that the call interaction should be transmitted to a queue of the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.

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Patent Owner(s)

  • NICE LTD.

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Ben, Zeev Adi Tel Aviv-Jaffa, IL 3 3
Frenkel, Roman Ashdod, IL 22 58
Katz, Hadas Givatayim, IL 3 3
Mishory, Stav Givat Hen, IL 3 3
Raskin, Tal Ramle, IL 4 4
Teplitski, Dan Tel Aviv, IL 3 3

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