INTENT BASED SKILL-SET CLASSIFICATION FOR ACCURATE, AUTOMATIC DETERMINATION OF AGENT SKILLS
Patent №
US 8,238,541
Granted
2012-08-07
Filed 2006
Owner
AVAYA TECHNOLOGY LLC
Lab
—
AI components
5
ml · nlp · speech · kr · planning
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
11344733
The present invention is directed toward a method and system for determining the skill levels of an agent in a contact center. The invention creates a relationship between contact intent and agent skill to help determine agent skills based on successfully completed contacts.
AI classification
Planning1.00
Natural language1.00
Speech0.99
Knowledge representation0.97
Machine learning0.62
AI hardware0.10
Evolutionary computation0.00
Vision0.00
Ownership
AVAYA TECHNOLOGY LLC
assignment · 175310675
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