Patents by Inventor Vaidyanathan Raghavan

Vaidyanathan Raghavan 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: 20250063120
    Abstract: Techniques for assigning agents to callers that have contacted a contact center by using a communication management system. The techniques include initiating a communication session between a caller and the communication management system, obtaining caller data by obtaining data from the caller in the communication session and/or obtaining data about the caller's historical behavior, identifying an intent of the caller by using the caller data and a trained machine learning model configured to predict intent of callers, identifying, from a plurality of agents, an agent to assign to the caller in the communication session by using the identified intent and an agent performance model configured to rank at least some of the plurality of agents based on a measure of their performance in communication sessions with callers having a same intent as the identified intent, and assigning the identified agent to the caller.
    Type: Application
    Filed: August 14, 2024
    Publication date: February 20, 2025
    Inventors: Duncan Renfrow-Symon, Roger Bock, Chandrasekhar Venkata Ganduri, Ashequl Qadir, Sunpreet Singh, Michael Solway, Bradley Mensing West, Graham Robert Ganssle, Sandeep Kandekar, Anh Do, Harsimranjit Singh, Sanjeev Singh Sahni, Vaidyanathan Raghavan, Stephen Gershman, Susan Golbe
  • Patent number: 9854010
    Abstract: Notifications are delivered to a user based in part on a user's current context. The notifications may be based on personal information (e.g. calendar events, tasks, alerts, and the like) as well as a context of a user. The notifications may be delivered using different types of notifications. The type of notification selected may be based on the current context of the user. Notifications may also be sent to other users (e.g. that are part of a trusted group) in response to a change in state of the event (e.g. the task completed). Instead of a user receiving notifications at preset times, notifications are delivered to the user using their current context. A group member may also create a message to another member requesting an action. When a response is made, the requesting group member receives a notification and the other group members may also receive notifications.
    Type: Grant
    Filed: June 18, 2013
    Date of Patent: December 26, 2017
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Vaidyanathan Raghavan, Bradley Stevenson, Gail Giacobbe, Xuelei Sun, March Rogers, Bojana Ostojic, Nathaniel Eric Breskin Auer, Ellen Steele
  • Publication number: 20140372525
    Abstract: Notifications are delivered to a user based in part on a user's current context. The notifications may be based on personal information (e.g. calendar events, tasks, alerts, and the like) as well as a context of a user. The notifications may be delivered using different types of notifications. The type of notification selected may be based on the current context of the user. Notifications may also be sent to other users (e.g. that are part of a trusted group) in response to a change in state of the event (e.g. the task completed). Instead of a user receiving notifications at preset times, notifications are delivered to the user using their current context. A group member may also create a message to another member requesting an action. When a response is made, the requesting group member receives a notification and the other group members may also receive notifications.
    Type: Application
    Filed: June 18, 2013
    Publication date: December 18, 2014
    Inventors: Vaidyanathan Raghavan, Bradley Stevenson, Gail Giacobbe, Xuelei Sun, March Rogers, Bojana Ostojic, Nathaniel Eric Breskin Auer, Ellen Steele