Patents by Inventor Omar Shetta

Omar Shetta 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).

  • Agent instance live-monitoring by a management network for burnout and attrition prediction and response
    Patent number: 11949549
    Abstract: A computer-implemented method for managing a contact center having a plurality of agents includes (a) receiving real-time data associated with each of a plurality of agents servicing incoming communications for the contact center, (b) categorizing each of the plurality of agents into a respective one of a plurality of burnout risk categories by processing the real-time data associated with each of the plurality of agents using a trained supervised machine learning model having a plurality of input features, (c) determining, based on a specification of a logical directive, an operation to be performed in relation to at least one agent in the plurality of agents, wherein the specification has at least one condition relating to the categorizing of each of the plurality of agents into the respective one of the plurality of burnout risk categories, and wherein the specification defines the operation to be performed in relation to the at least one agent in the plurality of agents upon the condition being satisfied,
    Type: Grant
    Filed: September 28, 2023
    Date of Patent: April 2, 2024
    Assignee: Intradiem, Inc.
    Inventors: Tristan Pahud, Christopher Powell Busbee, Omar Shetta, Akul Dewan, Asmita Jiva, Michael Carl Jarus, Eric Victor Drucker, Kevin Wilson, Jennifer Lee, Jennifer Christine East, Kayla Heflin, Xiangyu Meng
  • Agent Instance Live-Monitoring By A Management Network for Burnout and Attrition Prediction And Response
    Publication number: 20240031217
    Abstract: A computer-implemented method for managing a contact center having a plurality of agents includes (a) receiving real-time data associated with each of a plurality of agents servicing incoming communications for the contact center, (b) categorizing each of the plurality of agents into a respective one of a plurality of burnout risk categories by processing the real-time data associated with each of the plurality of agents using a trained supervised machine learning model having a plurality of input features, (c) determining, based on a specification of a logical directive, an operation to be performed in relation to at least one agent in the plurality of agents, wherein the specification has at least one condition relating to the categorizing of each of the plurality of agents into the respective one of the plurality of burnout risk categories, and wherein the specification defines the operation to be performed in relation to the at least one agent in the plurality of agents upon the condition being satisfied,
    Type: Application
    Filed: September 28, 2023
    Publication date: January 25, 2024
    Applicant: Intradiem, Inc.
    Inventors: Tristan Pahud, Christopher Powell Busbee, Omar Shetta, Akul Dewan, Asmita Jiva, Michael Carl Jarus, Eric Victor Drucker, Kevin Wilson, Jennifer Lee, Jennifer Christine East, Kayla Heflin, Xiangyu Meng