Patents by Inventor Toby Heller

Toby Heller 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).

  • Patent number: 9736308
    Abstract: A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a communication targeting algorithm in the router, based at least in part on the data, wherein the communication targeting algorithm operates to contextually jointly analyze a plurality of parameters extracted from the data and a plurality of contextual parameters, to determine an optimum target for the communication, wherein the optimum target varies in dependence on both the data and the context of the communication; and routing the communication in dependence on the algorithm execution.
    Type: Grant
    Filed: September 9, 2014
    Date of Patent: August 15, 2017
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg
  • Patent number: 9456086
    Abstract: A method for matching a first entity with at least one second entity selected from a plurality of second entities, comprising defining a plurality of multivalued scalar data representing inferential targeting parameters for the first entity and a plurality of multivalued scalar data of each of the plurality of second entities, representing respective characteristic parameters for each respective second entity; and performing an automated optimization with respect to an economic surplus of a respective match of the first entity with the at least one of the plurality of second entities, and an opportunity cost of the unavailability of the at least one of the plurality of second entities for matching with an alternate first entity.
    Type: Grant
    Filed: March 8, 2010
    Date of Patent: September 27, 2016
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg
  • Patent number: 8831205
    Abstract: A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a communication targeting algorithm in the router, based at least in part on the data, wherein the communication targeting algorithm operates to contextually jointly analyze a plurality of parameters extracted from the data and a plurality of contextual parameters, to determine an optimum target for the communication, wherein the optimum target varies in dependence on both the data and the context of the communication; and routing the communication in dependence on the algorithm execution.
    Type: Grant
    Filed: March 15, 2013
    Date of Patent: September 9, 2014
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg
  • Patent number: 8582753
    Abstract: A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
    Type: Grant
    Filed: March 28, 2011
    Date of Patent: November 12, 2013
    Inventors: Toby Heller, Steven M. Hoffberg
  • Patent number: 8411842
    Abstract: A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a communication targeting algorithm in the router, based at least in part on the data, wherein the communication targeting algorithm operates to contextually jointly analyze a plurality of parameters extracted from the data and a plurality of contextual parameters, to determine an optimum target for the communication, wherein the optimum target varies in dependence on both the data and the context of the communication; and routing the communication in dependence on the algorithm execution.
    Type: Grant
    Filed: October 24, 2011
    Date of Patent: April 2, 2013
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg
  • Patent number: 8054965
    Abstract: A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a communication targeting algorithm in the router, based at least in part on the data, wherein the communication targeting algorithm operates to contextually jointly analyze a plurality of parameters extracted from the data and a plurality of contextual parameters, to determine an optimum target for the communication, wherein the optimum target varies in dependence on both the data and the context of the communication; and routing the communication in dependence on the algorithm execution.
    Type: Grant
    Filed: February 22, 2011
    Date of Patent: November 8, 2011
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg
  • Patent number: 7916858
    Abstract: A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
    Type: Grant
    Filed: September 18, 2006
    Date of Patent: March 29, 2011
    Inventors: Toby Heller, Steven M. Hoffberg
  • Patent number: 7894595
    Abstract: A system and method for communicating in a communication network, comprising presenting a communication comprising data over a communications network to a router, said router being adapted to route the communication to one of a plurality of available network destinations; automatically executing a communication targeting algorithm in the router, based at least in part on the data, wherein the communication targeting algorithm operates to contextually jointly analyze a plurality of parameters extracted from the data and a plurality of contextual parameters, to determine an optimum target for the communication, wherein the optimum target varies in dependence on both the data and the context of the communication; and routing the communication in dependence on the algorithm execution.
    Type: Grant
    Filed: May 2, 2008
    Date of Patent: February 22, 2011
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg
  • Patent number: 7676034
    Abstract: A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classification, an optimum agent selection, the processor directly controlling a routing of the information representing the received call.
    Type: Grant
    Filed: March 5, 2004
    Date of Patent: March 9, 2010
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg
  • Patent number: 7372952
    Abstract: A communications system and method, for analyzing at least two characteristics for each of at least a portion of a plurality of communications, selected from the group comprising artificial neural network parameters, stochastic parameters, cost parameters, and utility parameters, and determining in dependence thereon an optimum routing of the plurality of communications, based on the at least two characteristics for each of the at least a portion of the communications.
    Type: Grant
    Filed: May 31, 2007
    Date of Patent: May 13, 2008
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg
  • Patent number: 7269253
    Abstract: A communications system and method, wherein a plurality of communications are received, each having associated classification information, information representing characteristics of at least three potential targets are stored; and an optimum target for each communication based on the communication classification, and target characteristics is determined in a combinatorial optimization. The optimization preferably comprises a cost benefit optimization. Predicted availability of a target may be another optimization factor.
    Type: Grant
    Filed: March 23, 2006
    Date of Patent: September 11, 2007
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg
  • Patent number: 7110525
    Abstract: A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.
    Type: Grant
    Filed: June 25, 2002
    Date of Patent: September 19, 2006
    Inventors: Toby Heller, Steven M Hoffberg
  • Patent number: 7023979
    Abstract: A communications management system comprising an input for receiving a communications classification; a database of skill weights with respect to the communications classification; a database of agent skill scores; and a processor, for computing, with respect to the received communication classification, an optimum agent selection, the processor directly controlling a routing of the information representing the received call.
    Type: Grant
    Filed: March 7, 2003
    Date of Patent: April 4, 2006
    Inventors: Wai Wu, Toby Heller, Steven M. Hoffberg