Patents by Inventor William D'Attilio

William D'Attilio 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: 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: 20220027837
    Abstract: A system for performing contact center agent scheduling 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 generate a workload forecast indicative of a demand that will be introduced into the contact center in a future planning period based on a workload forecast model and time series data, generate a staffing requirement forecast indicative of a number of agents required to handle the workload forecast based on the workload forecast, one or more service goals, and a staffing requirement model, and perform schedule optimization using column generation to generate an optimized contact center agent shift schedule for a plurality of agents based on the staffing requirement forecast and one or more constraints.
    Type: Application
    Filed: July 26, 2021
    Publication date: January 27, 2022
    Inventors: William D'Attilio, German Andres Velasquez Diaz, Wei Xun Ter, Bayu Wicaksono, I-Hsuan Weng, Jay Michael Langsford