Patents by Inventor Bayu Wicaksono

Bayu Wicaksono 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: 20220182493
    Abstract: A system for estimating a wait time to connect a customer to an agent according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.
    Type: Application
    Filed: December 8, 2021
    Publication date: June 9, 2022
    Inventors: Wei Xun Ter, Geir Rosoy, Mohamed Shahul Hameed, Bayu Wicaksono, Travis Humphreys, Brian Robinson
  • 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
  • Publication number: 20220027837
    Abstract: A system for performing contact center agent scheduling according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to generate a workload forecast indicative of a demand that will be introduced into the contact center in a future planning period based on a workload forecast model and time series data, generate a staffing requirement forecast indicative of a number of agents required to handle the workload forecast based on the workload forecast, one or more service goals, and a staffing requirement model, and perform schedule optimization using column generation to generate an optimized contact center agent shift schedule for a plurality of agents based on the staffing requirement forecast and one or more constraints.
    Type: Application
    Filed: July 26, 2021
    Publication date: January 27, 2022
    Inventors: William D'Attilio, German Andres Velasquez Diaz, Wei Xun Ter, Bayu Wicaksono, I-Hsuan Weng, Jay Michael Langsford
  • Patent number: 10462299
    Abstract: A method and system for creating contact center models are described. Model parameters may be derived from and optimized using historical data. The model parameters may be used to construct an analytic model, which said analytic model may be used to create a contact center model using the optimized parameters. In an embodiment, a distribution may be determined that is demonstrative of a virtual representation of the historical environment of the contact center operation environment at different time intervals. The distribution may be used to transform inputs where there is a discrepancy between the simulation model time interval and the time interval for a generated forecast.
    Type: Grant
    Filed: October 16, 2014
    Date of Patent: October 29, 2019
    Inventors: Wei Xun Ter, Hendy E. Putra, Bayu A. Wicaksono
  • Publication number: 20160085891
    Abstract: A method and system for creating contact center models are described. Model parameters may be derived from and optimized using historical data. The model parameters may be used to construct an analytic model, which said analytic model may be used to create a contact center model using the optimized parameters. In an embodiment, a distribution may be determined that is demonstrative of a virtual representation of the historical environment of the contact center operation environment at different time intervals. The distribution may be used to transform inputs where there is a discrepancy between the simulation model time interval and the time interval for a generated forecast.
    Type: Application
    Filed: October 16, 2014
    Publication date: March 24, 2016
    Inventors: Wei Xun Ter, Hendy E. Putra, Bayu A. Wicaksono