Patents by Inventor Ittai KAN
Ittai KAN 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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Publication number: 20240089376Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.Type: ApplicationFiled: November 16, 2023Publication date: March 14, 2024Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Akbar A. MERCHANT
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Patent number: 11922213Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: GrantFiled: January 15, 2021Date of Patent: March 5, 2024Assignee: AFINITI, LTD.Inventors: Ittai Kan, Zia Chishti, Vikash Khatri, James Edward Elmore
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Patent number: 11915042Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: GrantFiled: January 15, 2021Date of Patent: February 27, 2024Assignee: AFINITI, LTD.Inventors: Ittai Kan, Zia Chishti, Vikash Khatri, James Edward Elmore
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Patent number: 11863708Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.Type: GrantFiled: January 10, 2022Date of Patent: January 2, 2024Assignee: Afiniti, Ltd.Inventors: Ittai Kan, Zia Chishti, Akbar A. Merchant
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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: 20230319187Abstract: Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.Type: ApplicationFiled: June 6, 2023Publication date: October 5, 2023Applicant: Afiniti, Ltd.Inventors: Caroline O'BRIEN, Julian LOPEZ-PORTILLO, Karl GARBACIK, Ittai KAN
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Patent number: 11736614Abstract: Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.Type: GrantFiled: November 3, 2021Date of Patent: August 22, 2023Assignee: Afiniti, Ltd.Inventors: Caroline O'Brien, Julian Lopez-Portillo, Karl Garbacik, Ittai Kan
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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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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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Patent number: 11467869Abstract: Techniques for benchmarking pairing strategies in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a task assignment system comprising determining first and second pluralities of historical task assignments paired using first and second pairing strategies, respectively, during a first period, determining a value attributable to each task of the first plurality of historical task assignments and the second plurality of historical task assignments during a second period after the first period, determining a difference in performance between the first and second pairing strategies based on the value attributable to each task during the second period, and outputting the difference in performance between the first pairing strategy and the second pairing strategy for benchmarking at least the first pairing strategy and the second pairing strategy.Type: GrantFiled: December 17, 2019Date of Patent: October 11, 2022Assignee: Afiniti, Ltd.Inventors: Zia Chishti, David Zachary Hudson, Phil Davis, Akbar A. Merchant, Ittai Kan
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Publication number: 20220131977Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.Type: ApplicationFiled: January 10, 2022Publication date: April 28, 2022Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Akbar A. MERCHANT
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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: 11269682Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: GrantFiled: December 17, 2019Date of Patent: March 8, 2022Assignee: Afiniti, Ltd.Inventors: Ittai Kan, Zia Chishti, Vikash Khatri, James Edward Elmore
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Patent number: 11265421Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.Type: GrantFiled: July 16, 2020Date of Patent: March 1, 2022Assignee: AFINITI LTD.Inventors: Zia Chishti, Ittai Kan, Vikash Khatri
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Publication number: 20220060582Abstract: Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.Type: ApplicationFiled: November 3, 2021Publication date: February 24, 2022Applicant: Afiniti, Ltd.Inventors: Caroline O'BRIEN, Julian LOPEZ-PORTILLO, Karl GARBACIK, Ittai KAN
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Patent number: 11258907Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.Type: GrantFiled: August 24, 2020Date of Patent: February 22, 2022Assignee: Afiniti, Ltd.Inventors: Ittai Kan, Zia Chishti, Akbar A. Merchant
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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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Patent number: 11196865Abstract: Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.Type: GrantFiled: February 8, 2021Date of Patent: December 7, 2021Assignee: Afiniti, Ltd.Inventors: Caroline O'Brien, Julian Lopez-Portillo, Karl Garbacik, Ittai Kan