Patents by Inventor Travis Humphreys

Travis Humphreys 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).

  • Publication number: 20220182493
    Abstract: A system for estimating a wait time to connect a customer to an agent according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.
    Type: Application
    Filed: December 8, 2021
    Publication date: June 9, 2022
    Inventors: Wei Xun Ter, Geir Rosoy, Mohamed Shahul Hameed, Bayu Wicaksono, Travis Humphreys, Brian Robinson
  • Publication number: 20220101220
    Abstract: A method for optimizing a workflow of deferrable work interactions in a contact center that includes: providing a NLP models and a priority model; using text derived from received deferrable working interactions as inputs to the NLP models to generate the NLP scores; using the LP scores as inputs to the priority model to generate the priority score; identifying candidate agents of the agents for handling the deferrable work interactions; receiving an inbound work forecast; receiving agent work schedule data; using an optimization process to generate an optimized workflow for the deferrable work interactions, where the optimized workflow includes assignments in which an agent from the candidate agents is selected to handle the deferrable work interaction and a target timeframe for handling is scheduled; and routing the deferrable work interactions in accordance with the assignments of the optimized workflow.
    Type: Application
    Filed: September 30, 2021
    Publication date: March 31, 2022
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: BAYU WICAKSONO, TRAVIS HUMPHREYS, WILLIAM D'ATTILIO, JOHNSON TSE, ABEL CHEN
  • Publication number: 20200082319
    Abstract: A system and method are presented for predicting workload demand in a customer journey application. Using historical information from journey analytics, journey moments can be aggregated through various stages. Probability-distribution-vectors can be approximated for various paths connected the stages. Stability of such probability distribution can be determined through statistical methods. Predictions for future volumes progressing through the stages can be determined through recursive algorithms after applying a time-series forecasting algorithm at the originating stage(s). Once future volumes have been forecasted at every stage, future workload can be estimated to better capacity planning and scheduling of resources to handle such demand to achieve performance metrics along the cost function.
    Type: Application
    Filed: September 10, 2019
    Publication date: March 12, 2020
    Inventors: Andy Raphael Gouw, Wei Xun Ter, Naman Doshi, Travis Humphreys, Bayu Aji Wicaksono, Cameron Smith