Patents by Inventor Michael Richard Klugerman
Michael Richard Klugerman 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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Patent number: 11647119Abstract: 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: November 30, 2021Date of Patent: May 9, 2023Assignee: Afiniti, Ltd.Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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Publication number: 20220094793Abstract: 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: November 30, 2021Publication date: March 24, 2022Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
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Patent number: 11218597Abstract: 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: November 9, 2020Date of Patent: January 4, 2022Assignee: Afiniti, Ltd.Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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Publication number: 20210058516Abstract: 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: November 9, 2020Publication date: February 25, 2021Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
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Patent number: 10834263Abstract: 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: May 18, 2020Date of Patent: November 10, 2020Assignee: Afiniti Europe Technologies LimitedInventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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Publication number: 20200280636Abstract: 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: May 18, 2020Publication date: September 3, 2020Applicant: Afiniti Europe Technologies LimitedInventors: Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
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Patent number: 10659613Abstract: 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: September 3, 2019Date of Patent: May 19, 2020Assignee: Afiniti Europe Technologies LimitedInventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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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: 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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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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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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Publication number: 20180316793Abstract: 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: ApplicationFiled: March 12, 2018Publication date: November 1, 2018Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
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Publication number: 20180316794Abstract: 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: ApplicationFiled: March 12, 2018Publication date: November 1, 2018Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
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Patent number: 10116800Abstract: 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: October 30, 2018Assignee: Afiniti Europe Technologies LimitedInventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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Patent number: 9942405Abstract: 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: August 30, 2017Date of Patent: April 10, 2018Assignee: Afiniti, Ltd.Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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Patent number: 9930180Abstract: 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: April 28, 2017Date of Patent: March 27, 2018Assignee: Afiniti, Ltd.Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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Patent number: 7069295Abstract: A peer-to-peer storage system includes a storage coordinator that centrally manages distributed storage resources in accordance with system policies administered through a central administrative console. The storage resources, or “nodes,” are otherwise unused portions of storage media, e.g., hard disks, that are included in the devices such as personal computers, workstations, laptops, file servers, and so forth, that are connected to a corporate computer network, and are thus otherwise available only individually to the respective devices. The storage coordinator assigns the nodes to various “replication groups” and allocates the storage resources on each of the nodes in a given group to maintaining dynamically replicated versions of the group files. The storage nodes in a given group perform dynamic file replication and synchronization operations by communicating directly, that is, peer-to-peer, using a message-based protocol.Type: GrantFiled: February 14, 2002Date of Patent: June 27, 2006Assignee: The Escher Group, Ltd.Inventors: Andrew Sutherland, Michael Richard Klugerman, Donal O'Neill, Sandor Ludmann, Eli Zukovsky
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Publication number: 20020114341Abstract: A peer-to-peer storage system includes a storage coordinator that centrally manages distributed storage resources in accordance with system policies administered through a central administrative console. The storage resources are otherwise unused portions of storage media, e.g., hard disks, that are included in the devices such as personal computers, workstations, laptops, file servers, and so forth, that are connected to a corporate computer network. The devices are hereinafter referred to collectively as “storage nodes.” The system thus centrally administers and manages the system-wide reuse of storage resources that are otherwise available only individually to the respective devices. The storage coordinator manages the distributed storage resources by assigning the nodes to various groups and allocating the storage resources on each of the nodes in a given group to maintaining dynamically replicated versions of the group files.Type: ApplicationFiled: February 14, 2002Publication date: August 22, 2002Inventors: Andrew Sutherland, Michael Richard Klugerman, Donal O'Neill, Sandor Ludman, Eli Zukovsky