Patents by Inventor Vikash KHATRI
Vikash KHATRI 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).
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Patent number: 11936817Abstract: The present application is directed toward techniques for behavioral pairing in a task assignment system. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.Type: GrantFiled: February 22, 2023Date of Patent: March 19, 2024Assignee: Afiniti, Ltd.Inventors: Vikash Khatri, Zia Chishti, Jason Delker
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Patent number: 11922213Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: GrantFiled: January 15, 2021Date of Patent: March 5, 2024Assignee: AFINITI, LTD.Inventors: Ittai Kan, Zia Chishti, Vikash Khatri, James Edward Elmore
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Patent number: 11915042Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: GrantFiled: January 15, 2021Date of Patent: February 27, 2024Assignee: AFINITI, LTD.Inventors: Ittai Kan, Zia Chishti, Vikash Khatri, James Edward Elmore
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Publication number: 20240064240Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.Type: ApplicationFiled: August 31, 2023Publication date: February 22, 2024Applicant: Afiniti, Ltd.Inventor: Vikash KHATRI
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Publication number: 20230342753Abstract: A method for event-driven dispute processing using distributed ledgers may include: receiving dispute information for a dispute involving a transaction; receiving, from a payment brand and at the distributed ledger, payment brand verification of the dispute information; receiving, from a merchant and at the distributed ledger, transaction details for the transaction; receiving, from the card issuer and at the distributed ledger, chargeback initiation; receiving, from the payment brand and at the distributed ledger, payment brand acceptance of the chargeback; receiving, from the merchant and at the distributed ledger, merchant acceptance of the chargeback; and receiving, from the card issuer and at the distributed ledger, notification of completion of the chargeback.Type: ApplicationFiled: December 7, 2020Publication date: October 26, 2023Inventors: Jigar GOHIL, Prashant BAJ, Sanjay ARORA, Vikash KHATRI
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Patent number: 11778097Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.Type: GrantFiled: July 7, 2022Date of Patent: October 3, 2023Assignee: Afiniti, Ltd.Inventor: Vikash Khatri
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Publication number: 20230208974Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.Type: ApplicationFiled: February 22, 2023Publication date: June 29, 2023Applicant: Afiniti, Ltd.Inventors: Vikash KHATRI, Zia CHISHTI, Jason DELKER
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Patent number: 11611659Abstract: Techniques for behavioral pairing in a task assignment system are described. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.Type: GrantFiled: January 29, 2021Date of Patent: March 21, 2023Assignee: Afiniti, Ltd.Inventors: Vikash Khatri, Zia Chishti, Jason Delker
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Publication number: 20220417363Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.Type: ApplicationFiled: July 7, 2022Publication date: December 29, 2022Applicant: Afiniti, Ltd.Inventor: Vikash KHATRI
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Patent number: 11509768Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.Type: GrantFiled: August 18, 2020Date of Patent: November 22, 2022Assignee: Afiniti, Ltd.Inventors: Zia Chishti, Vikash Khatri
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Patent number: 11425248Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of agents according to a behavioral pairing strategy with a balanced agent utilization; determining a second ordering of the plurality of agents according to a performance-based routing strategy with an unbalanced agent utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed agent utilization between the balanced agent utilization and the unbalanced agent utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting a contact to an agent of the plurality of agents in the contact center system.Type: GrantFiled: July 6, 2020Date of Patent: August 23, 2022Assignee: Afiniti, Ltd.Inventors: Zia Chishti, Vikash Khatri
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Patent number: 11418651Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.Type: GrantFiled: April 28, 2021Date of Patent: August 16, 2022Assignee: Afiniti, Ltd.Inventor: Vikash Khatri
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Publication number: 20220108300Abstract: A method for event-driven dispute processing using distributed ledgers may include: receiving dispute information for a dispute involving a transaction; receiving, from a payment brand and at the distributed ledger, payment brand verification of the dispute information; receiving, from a merchant and at the distributed ledger, transaction details for the transaction; receiving, from the card issuer and at the distributed ledger, chargeback initiation; receiving, from the payment brand and at the distributed ledger, payment brand acceptance of the chargeback; receiving, from the merchant and at the distributed ledger, merchant acceptance of the chargeback; and receiving, from the card issuer and at the distributed ledger, notification of completion of the chargeback.Type: ApplicationFiled: December 7, 2020Publication date: April 7, 2022Inventors: Jigar GOHIL, Prashant BAJ, Sanjay ARORA, Vikash KHATRI
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Patent number: 11269682Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: GrantFiled: December 17, 2019Date of Patent: March 8, 2022Assignee: Afiniti, Ltd.Inventors: Ittai Kan, Zia Chishti, Vikash Khatri, James Edward Elmore
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Patent number: 11265421Abstract: Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.Type: GrantFiled: July 16, 2020Date of Patent: March 1, 2022Assignee: AFINITI LTD.Inventors: Zia Chishti, Ittai Kan, Vikash Khatri
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Publication number: 20210250445Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.Type: ApplicationFiled: April 28, 2021Publication date: August 12, 2021Applicant: Afiniti, Ltd.Inventor: Vikash KHATRI
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Publication number: 20210243303Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.Type: ApplicationFiled: January 29, 2021Publication date: August 5, 2021Applicant: Afiniti, Ltd.Inventors: Vikash KHATRI, Zia CHISHTI, Jason DELKER
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Patent number: 11019214Abstract: Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.Type: GrantFiled: August 24, 2020Date of Patent: May 25, 2021Assignee: Afiniti, Ltd.Inventor: Vikash Khatri
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Publication number: 20210132992Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: ApplicationFiled: January 15, 2021Publication date: May 6, 2021Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Vikash KHATRI, James Edward ELMORE
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Publication number: 20210132991Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.Type: ApplicationFiled: January 15, 2021Publication date: May 6, 2021Applicant: Afiniti, Ltd.Inventors: Ittai KAN, Zia CHISHTI, Vikash KHATRI, James Edward ELMORE