Patents by Inventor Manjeshwar Donthi

Manjeshwar Donthi 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).

  • Accurate individual queue level metric forecasting for virtual contact center queues with insufficient data, using models trained at higher granularity level
    Patent number: 12073340
    Abstract: Methods, systems, and computer-readable media for accurate usage forecasting for virtual contact centers are disclosed. A contact center management system configures a contact center instance associated with a client. The contact center instance comprises a plurality of queues configured to store contacts. At least a portion of the contacts are routed to a plurality of agents. The contact center management system determines, using one or more machine learning models associated with the contact center instance, a plurality of predictions for a plurality of metrics for the contact center instance for a plurality of time horizons. At least a portion of the predictions are generated for individual queues of the contact center instance.
    Type: Grant
    Filed: March 29, 2021
    Date of Patent: August 27, 2024
    Assignee: Amazon Technologies, Inc.
    Inventors: Yiwei Li, Wei Niu, Tak Chung Lung, Yung-Chun Lin, Thomas Boyd Johnston, Manjeshwar Donthi, Richard Julian Rodriguez, Jon Russell Jay, Pasquale DeMaio, Phillip H Keung