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: 20210241201Abstract: 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, the method comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a first performance of a first pairing strategy based at least in part on a first plurality of historical task assignments assigned by a second pairing strategy.Type: ApplicationFiled: February 1, 2021Publication date: August 5, 2021Applicant: Afiniti, Ltd.Inventors: Zia CHISHTI, Julian LOPEZ-PORTILLO, Ittai KAN
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Publication number: 20210168240Abstract: 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: February 8, 2021Publication date: June 3, 2021Applicant: Afiniti, Ltd.Inventors: Caroline O'BRIEN, Julian LOPEZ-PORTILLO, Karl GARBACIK, Ittai KAN
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Publication number: 20210132991Abstract: 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: ApplicationFiled: January 15, 2021Publication date: May 6, 2021Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Vikash KHATRI, James Edward ELMORE
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Publication number: 20210132992Abstract: 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: ApplicationFiled: January 15, 2021Publication date: May 6, 2021Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Vikash KHATRI, James Edward ELMORE
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Patent number: 10999439Abstract: 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: May 4, 2021Assignee: Afiniti, Ltd.Inventors: Zia Chishti, Ittai Kan, Vikash Khatri
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Patent number: 10972610Abstract: 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: April 6, 2021Assignee: Afiniti, Ltd.Inventors: Zia Chishti, Ittai Kan, Vikash Khatri
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Patent number: 10958789Abstract: Techniques for case allocation are disclosed. In one particular embodiment, the techniques may be realized as a method for case allocation comprising receiving, by at least one computer processor, at least one case allocation allocated using a first pairing strategy, and then reassigning, by the at least one computer processor, the at least one case allocation using behavioral pairing.Type: GrantFiled: July 6, 2020Date of Patent: March 23, 2021Assignee: Afiniti, Ltd.Inventors: Ittai Kan, David J. DeLellis
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Publication number: 20210058516Abstract: 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 9, 2020Publication date: February 25, 2021Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
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Patent number: 10917526Abstract: 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: August 11, 2020Date of Patent: February 9, 2021Assignee: Afiniti, Ltd.Inventors: Caroline O'Brien, Julian Lopez-Portillo, Karl Garbacik, Ittai Kan
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Publication number: 20200389557Abstract: 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: August 24, 2020Publication date: December 10, 2020Applicant: Afiniti International Holdings, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Akbar A. MERCHANT
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Patent number: 10834263Abstract: 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: May 18, 2020Date of Patent: November 10, 2020Assignee: Afiniti Europe Technologies LimitedInventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
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Publication number: 20200351401Abstract: 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: ApplicationFiled: July 16, 2020Publication date: November 5, 2020Inventors: Zia CHISHTI, Ittai KAN, Vikash KHATRI
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Publication number: 20200351402Abstract: 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: ApplicationFiled: July 16, 2020Publication date: November 5, 2020Applicant: Afiniti Europe Technologies LimitedInventors: Zia CHISHTI, Ittai KAN, Vikash KHATRI
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Publication number: 20200351400Abstract: 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: ApplicationFiled: July 16, 2020Publication date: November 5, 2020Inventors: Zia CHISHTI, Ittai KAN, Vikash KHATRI
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Publication number: 20200336594Abstract: Techniques for case allocation are disclosed. In one particular embodiment, the techniques may be realized as a method for case allocation comprising receiving, by at least one computer processor, at least one case allocation allocated using a first pairing strategy, and then reassigning, by the at least one computer processor, the at least one case allocation using behavioral pairing.Type: ApplicationFiled: July 6, 2020Publication date: October 22, 2020Applicant: Afiniti Europe Technologies LimitedInventors: Ittai KAN, David J. DELELLIS
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Publication number: 20200280636Abstract: 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: May 18, 2020Publication date: September 3, 2020Applicant: Afiniti Europe Technologies LimitedInventors: Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
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Patent number: 10757262Abstract: 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: September 19, 2019Date of Patent: August 25, 2020Assignee: Afiniti, Ltd.Inventors: Caroline O'Brien, Julian Lopez-Portillo, Karl Garbacik, Ittai Kan
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Patent number: 10757264Abstract: 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: September 17, 2019Date of Patent: August 25, 2020Assignee: Afiniti International Holdings, Ltd.Inventors: Ittai Kan, Zia Chishti, Akbar A. Merchant
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Patent number: 10757260Abstract: 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 31, 2019Date of Patent: August 25, 2020Assignee: Afiniti Europe Technologies LimitedInventors: Zia Chishti, Ittai Kan, Vikash Khatri
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Patent number: 10659613Abstract: 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: September 3, 2019Date of Patent: May 19, 2020Assignee: Afiniti Europe Technologies LimitedInventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley