Patent №
US 8,422,644
Granted
2013-04-16
Filed 2009
Owner
AT&T INTELLECTUAL PROPERTY I, L.P.
Lab
—
AI components
3
nlp · speech · planning
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
12551423
Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.
AI classification
Planning0.99
Speech0.91
Natural language0.83
Machine learning0.13
AI hardware0.02
Evolutionary computation0.02
Knowledge representation0.00
Vision0.00
Ownership
AT&T INTELLECTUAL PROPERTY I, L.P.
assignment · 232800900
Assignors
FAN, JAMES, LAM, JENNIFER K., SHARMA, DEVA-DATTA, TOWELL, ERIC
On an employer assignment, the assignors are typically the inventors.
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