Patents by Inventor Geir Rosoy

Geir Rosoy 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).

  • Method and system for robust wait time estimation in a multi-skilled contact center with abandonment
    Patent number: 11716423
    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: Grant
    Filed: December 8, 2021
    Date of Patent: August 1, 2023
    Assignee: Genesys Cloud Services, Inc.
    Inventors: Wei Xun Ter, Geir Rosoy, Mohamed Shahul Hameed, Bayu Wicaksono, Travis Humphreys, Brian Robinson
  • METHOD AND SYSTEM FOR ROBUST WAIT TIME ESTIMATION IN A MULTI-SKILLED CONTACT CENTER WITH ABANDONMENT
    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