Patents by Inventor Ittai KAN
Ittai KAN has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Publication number: 20200125408Abstract: Techniques for benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system comprising determining first and second pluralities of historical task assignments paired using first and second pairing strategies, respectively, during a first period, determining a value attributable to each task of the first plurality of historical task assignments and the second plurality of historical task assignments during a second period after the first period, determining a difference in performance between the first and second pairing strategies based on the value attributable to each task during the second period, and outputting the difference in performance between the first pairing strategy and the second pairing strategy for benchmarking at least the first pairing strategy and the second pairing strategy.Type: ApplicationFiled: December 17, 2019Publication date: April 23, 2020Inventors: Zia CHISHTI, David Zachary HUDSON, Phil DAVIS, Akbar A. MERCHANT, Ittai KAN
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Publication number: 20200125407Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: ApplicationFiled: December 17, 2019Publication date: April 23, 2020Applicant: Afiniti Europe Technologies LimitedInventors: Ittai KAN, Zia CHISHTI, Vikash KHATRI, James Edward ELMORE
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Publication number: 20200014802Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.Type: ApplicationFiled: September 17, 2019Publication date: January 9, 2020Applicant: Afiniti International Holdings, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Akbar A. MERCHANT
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Publication number: 20190394335Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.Type: ApplicationFiled: September 3, 2019Publication date: December 26, 2019Applicant: Afiniti Europe Technologies LimitedInventors: Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
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Patent number: 10509671Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: GrantFiled: December 11, 2017Date of Patent: December 17, 2019Assignee: Afiniti Europe Technologies LimitedInventors: Ittai Kan, Zia Chishti, Vikash Khatri, James Edward Elmore
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Patent number: 10509669Abstract: Techniques for benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system comprising determining first and second pluralities of historical task assignments paired using first and second pairing strategies, respectively, during a first period, determining a value attributable to each task of the first plurality of historical task assignments and the second plurality of historical task assignments during a second period after the first period, determining a difference in performance between the first and second pairing strategies based on the value attributable to each task during the second period, and outputting the difference in performance between the first pairing strategy and the second pairing strategy for benchmarking at least the first pairing strategy and the second pairing strategy.Type: GrantFiled: November 8, 2017Date of Patent: December 17, 2019Assignee: Afiniti Europe Technologies LimitedInventors: Zia Chishti, David Zachary Hudson, Phil Davis, Akbar A. Merchant, Ittai Kan
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Publication number: 20190356781Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.Type: ApplicationFiled: July 31, 2019Publication date: November 21, 2019Applicant: Afiniti Europe Technologies LimitedInventors: Zia CHISHTI, Ittai KAN, Vikash KHATRI
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Patent number: 10419616Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.Type: GrantFiled: March 20, 2019Date of Patent: September 17, 2019Assignee: Afiniti International Holdings, Ltd.Inventors: Ittai Kan, Zia Chishti, Akbar A. Merchant
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Patent number: 10404861Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.Type: GrantFiled: March 25, 2019Date of Patent: September 3, 2019Assignee: Afiniti Europe Technologies LimitedInventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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Patent number: 10375246Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.Type: GrantFiled: October 29, 2018Date of Patent: August 6, 2019Assignee: Afiniti Europe Technologies LimitedInventors: Zia Chishti, Ittai Kan, Vikash Khatri
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Publication number: 20190222697Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.Type: ApplicationFiled: March 25, 2019Publication date: July 18, 2019Applicant: Afiniti Europe Technologies LimitedInventors: Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
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Publication number: 20190222695Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.Type: ApplicationFiled: March 20, 2019Publication date: July 18, 2019Applicant: Afiniti International Holdings, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Akbar A. MERCHANT
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Publication number: 20190179667Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: ApplicationFiled: December 11, 2017Publication date: June 13, 2019Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Vikash KHATRI, James Edward ELMORE
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Publication number: 20190138351Abstract: Techniques for benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system comprising determining first and second pluralities of historical task assignments paired using first and second pairing strategies, respectively, during a first period, determining a value attributable to each task of the first plurality of historical task assignments and the second plurality of historical task assignments during a second period after the first period, determining a difference in performance between the first and second pairing strategies based on the value attributable to each task during the second period, and outputting the difference in performance between the first pairing strategy and the second pairing strategy for benchmarking at least the first pairing strategy and the second pairing strategy.Type: ApplicationFiled: November 8, 2017Publication date: May 9, 2019Applicant: Afiniti, Ltd.Inventors: Zia CHISHTI, David Zachary HUDSON, Phil DAVIS, Akbar A. MERCHANT, Ittai KAN
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Patent number: 10284727Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.Type: GrantFiled: March 12, 2018Date of Patent: May 7, 2019Assignee: Afiniti Europe Technologies LimitedInventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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Patent number: 10244117Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.Type: GrantFiled: May 23, 2018Date of Patent: March 26, 2019Assignee: Afiniti International Holdings, Ltd.Inventors: Ittai Kan, Zia Chishti, Akbar A. Merchant
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Publication number: 20190089836Abstract: Techniques for case allocation are disclosed. In one particular embodiment, the techniques may be realized as a method for case allocation comprising receiving, by at least one computer processor, at least one case allocation allocated using a first pairing strategy, and then reassigning, by the at least one computer processor, the at least one case allocation using behavioral pairing.Type: ApplicationFiled: November 19, 2018Publication date: March 21, 2019Applicant: Afiniti Europe Technologies LimitedInventors: Ittai KAN, David J. DELELLIS
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Publication number: 20190068787Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.Type: ApplicationFiled: October 29, 2018Publication date: February 28, 2019Applicant: Afiniti Europe Technologies LimitedInventors: Zia CHISHTI, Ittai KAN, Vikash KHATRI
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Patent number: 10135988Abstract: Techniques for case allocation are disclosed. In one particular embodiment, the techniques may be realized as a method for case allocation comprising receiving, by at least one computer processor, at least one case allocation allocated using a first pairing strategy, and then reassigning, by the at least one computer processor, the at least one case allocation using behavioral pairing.Type: GrantFiled: February 8, 2018Date of Patent: November 20, 2018Assignee: Afiniti Europe Technologies LimitedInventors: Ittai Kan, David J. Delellis
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Patent number: 10122860Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.Type: GrantFiled: July 10, 2017Date of Patent: November 6, 2018Assignee: Afiniti Europe Technologies LimitedInventors: Zia Chishti, Ittai Kan, Vikash Khatri