Patents by Inventor ABEL CHEN

ABEL CHEN 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).

  • Publication number: 20220101220
    Abstract: A method for optimizing a workflow of deferrable work interactions in a contact center that includes: providing a NLP models and a priority model; using text derived from received deferrable working interactions as inputs to the NLP models to generate the NLP scores; using the LP scores as inputs to the priority model to generate the priority score; identifying candidate agents of the agents for handling the deferrable work interactions; receiving an inbound work forecast; receiving agent work schedule data; using an optimization process to generate an optimized workflow for the deferrable work interactions, where the optimized workflow includes assignments in which an agent from the candidate agents is selected to handle the deferrable work interaction and a target timeframe for handling is scheduled; and routing the deferrable work interactions in accordance with the assignments of the optimized workflow.
    Type: Application
    Filed: September 30, 2021
    Publication date: March 31, 2022
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: BAYU WICAKSONO, TRAVIS HUMPHREYS, WILLIAM D'ATTILIO, JOHNSON TSE, ABEL CHEN