OPTIMIZED ROUTING OF INTERACTIONS TO CONTACT CENTER AGENTS BASED ON MACHINE LEARNING
Patent №
US 9,635,181
Granted
2017-04-25
Filed 2015
Owner
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
Lab
—
AI components
5
ml · nlp · kr · planning · hardware
Assignment
Recorded
Dataset
AIPD
2023_r1 edition
Application
14887297
A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
AI classification
Ownership
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
assignment · 404230328
Assignors
MCGANN, CONOR, ARAVAMUDHAN, BHARATH, MAKAGON, PETR, RISTOCK, HERBERT WILLI ARTUR, KONIG, YOCHAI, DUCLOS, GREGORY JACOB, ZHAKOV, VYACHESLAV, PELEMIS, DAMJAN
On an employer assignment, the assignors are typically the inventors.