NICE Ltd.
Genuineness of customer feedback

Abstract:

A computerized-method for generating a machine-learning model to determine genuineness of customer feedback to filter-out, non-genuine agent recording segments from evaluation. The computerized-method includes generating a Genuineness Opinion Score (GOS) model. The generating of GOS model includes: (a) a data manipulation phase; (b) a data visualization and analysis phase, and (c) a feature augmentation phase for sorting the variables in a set of unique and relevant variables into two categories: estimated variables and anticipated variables. The estimated variables are used for calculation of a GOS of an interaction that is received in a contact center and the anticipated variables are used for calculation of a threshold of said GOS.