Patents by Inventor Ain Chishty
Ain Chishty 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: 20240129407Abstract: A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent. The pairing module further comprises a contact/agent (C/A) pair selector that functions occasionally read the memory to obtain contact center information and then use the obtained contact center information to pair available agents with available contacts.Type: ApplicationFiled: October 19, 2023Publication date: April 18, 2024Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Ain CHISHTY, Blake Jay RILEY, Zia CHISHTI
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Patent number: 11954523Abstract: There are provided a method for behavioral pairing in a task assignment system with an external pairing system. The method includes transmitting, to the external pairing system over an application programming interface, a control flag and a benchmark flag and receiving, from the external pairing system, a task-agent pairing based on one of a first pairing strategy and a second pairing strategy. The task-agent pairing is based at least in part on the control flag and the benchmark flag.Type: GrantFiled: January 29, 2021Date of Patent: April 9, 2024Assignee: AFINITI, LTD.Inventors: Ain Chishty, Hassan Afzal
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Patent number: 11831808Abstract: A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent. The pairing module further comprises a contact/agent (C/A) pair selector that functions occasionally read the memory to obtain contact center information and then use the obtained contact center information to pair available agents with available contacts.Type: GrantFiled: June 22, 2022Date of Patent: November 28, 2023Assignee: AFINITI, LTD.Inventors: Ittai Kan, Ain Chishty, Blake Jay Riley, Zia Chishti
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Publication number: 20230275998Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.Type: ApplicationFiled: May 4, 2023Publication date: August 31, 2023Applicant: Afiniti, Ltd.Inventors: Ain CHISHTY, Hassan AFZAL
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Patent number: 11677876Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.Type: GrantFiled: November 16, 2021Date of Patent: June 13, 2023Assignee: Afiniti, Ltd.Inventors: Ain Chishty, Hassan Afzal
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Patent number: 11595522Abstract: Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.Type: GrantFiled: March 3, 2021Date of Patent: February 28, 2023Assignee: AFINITI, LTD.Inventors: Zia Chishti, Ittai Kan, Ain Chishty, Blake Jay Riley
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Publication number: 20220329695Abstract: A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent. The pairing module further comprises a contact/agent (C/A) pair selector that functions occasionally read the memory to obtain contact center information and then use the obtained contact center information to pair available agents with available contacts.Type: ApplicationFiled: June 22, 2022Publication date: October 13, 2022Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Ain CHISHTY, Blake Jay RILEY, Zia CHISHTI
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Publication number: 20220078285Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.Type: ApplicationFiled: November 16, 2021Publication date: March 10, 2022Applicant: Afiniti, Ltd.Inventors: Ain CHISHTY, Hassan AFZAL
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Patent number: 11258905Abstract: Techniques for error handling in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method for error handling in a task assignment system with an external pairing system comprising transmitting a request for the external pairing system to select a first pairing between one or more tasks awaiting assignment and one or more agents available for assignment, the first pairing to be selected according to a first pairing strategy; determining a timeout window to wait for the external pairing system to provide a response that identifies the first pairing; detecting an expiration of the timeout window without receiving the response; and, in response to detecting the expiration of the timeout window, selecting a second pairing between the one or more tasks and the one or more agents, the second pairing being selected according to a second pairing strategy.Type: GrantFiled: January 29, 2021Date of Patent: February 22, 2022Assignee: Afiniti, Ltd.Inventor: Ain Chishty
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Patent number: 11206331Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.Type: GrantFiled: February 5, 2021Date of Patent: December 21, 2021Assignee: Afiniti, Ltd.Inventors: Ain Chishty, Hassan Afzal
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Patent number: 11115535Abstract: Techniques for sharing control of assigning tasks may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.Type: GrantFiled: February 5, 2021Date of Patent: September 7, 2021Assignee: Afiniti, Ltd.Inventors: Ain Chishty, Hassan Afzal
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Publication number: 20210241198Abstract: Techniques for assigning tasks in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method for assigning tasks in a task assignment system with an external pairing system comprising transmitting, by the task assignment system, to the external pairing system, a plurality of task pairing requests and an agent pairing request, wherein each task pairing request in the plurality of task pairing requests indicates a task that is received for pairing and each task pairing request in the plurality of task pairing requests indicates an agent that is available for pairing. The method may further comprise receiving, at the task assignment system, from the external pairing system, a pairing recommendation, the pairing recommendation being based at least in part on the plurality of task pairing requests and the agent pairing request.Type: ApplicationFiled: February 5, 2021Publication date: August 5, 2021Applicant: Afiniti, Ltd.Inventors: Ain CHISHTY, Hassan AFZAL, Zia CHISHTI
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Publication number: 20210243304Abstract: Techniques for error handling in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method for error handling in a task assignment system with an external pairing system comprising transmitting a request for the external pairing system to select a first pairing between one or more tasks awaiting assignment and one or more agents available for assignment, the first pairing to be selected according to a first pairing strategy; determining a timeout window to wait for the external pairing system to provide a response that identifies the first pairing; detecting an expiration of the timeout window without receiving the response; and, in response to detecting the expiration of the timeout window, selecting a second pairing between the one or more tasks and the one or more agents, the second pairing being selected according to a second pairing strategy.Type: ApplicationFiled: January 29, 2021Publication date: August 5, 2021Applicant: Afiniti, Ltd.Inventor: Ain CHISHTY
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Publication number: 20210243306Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.Type: ApplicationFiled: February 5, 2021Publication date: August 5, 2021Applicant: Afiniti, Ltd.Inventors: Ain CHISHTY, Hassan AFZAL
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Publication number: 20210240530Abstract: Techniques for behavioral pairing in a task assignment system with an external pairing system may be realized as a method comprising transmitting to the external pairing system over an application programming interface, a control flag and a benchmark flag. The control flag may indicate whether a task—agent pairing in the task assignment system is to be based on a response by the external pairing system to a routing request. The benchmark flag may indicate whether the pairing of the task to the agent is to be based on one of a first pairing strategy and a second pairing strategy. The method may further comprise receiving from the external pairing system, the task-agent pairing based on one of the first pairing strategy and the second pairing strategy, the task-agent pairing being based at least in part on the control flag and the benchmark flag.Type: ApplicationFiled: January 29, 2021Publication date: August 5, 2021Applicant: Afiniti, Ltd.Inventors: Ain CHISHTY, Hassan AFZAL
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Publication number: 20210243305Abstract: Techniques for sharing control of assigning tasks may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.Type: ApplicationFiled: February 5, 2021Publication date: August 5, 2021Applicant: Afiniti, Ltd.Inventors: Ain CHISHTY, Hassan AFZAL
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Publication number: 20210240531Abstract: Techniques for pairing in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a task assignment system with an external pairing system comprising transmitting first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; transmitting a pairing request; determining an initial timeout window to wait for the external pairing system to respond to the pairing request; receiving at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; extending the initial timeout window in response to the receiving the extension request; and receiving at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents.Type: ApplicationFiled: February 4, 2021Publication date: August 5, 2021Applicant: Afiniti, Ltd.Inventor: Ain CHISHTY
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Patent number: 11050886Abstract: Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.Type: GrantFiled: February 4, 2021Date of Patent: June 29, 2021Assignee: Afiniti, Ltd.Inventors: Ain Chishty, Hassan Afzal