Patents by Inventor Yan Kuang

Yan Kuang 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).

  • Method and apparatus for queue routing
    Patent number: 9232066
    Abstract: Embodiments of the present invention disclose a method and an apparatus for queue routing. The method includes: obtaining history behavior information of a user accessing a call center system; analyzing the history behavior information, and performing queue routing on a call of the user based on an analysis result of the history behavior information. The embodiments of the present invention further disclose an apparatus for queue routing, including: an information obtaining module and a call processing module. By using the technical solutions according to the embodiments of the present invention, a dynamic queue routing mechanism is provided according to the history behavior information of the user, and thus, a more refined service manner is provided for the user and user experience is improved.
    Type: Grant
    Filed: February 13, 2012
    Date of Patent: January 5, 2016
    Assignee: Huawei Technologies Co., Ltd.
    Inventor: Yan Kuang
  • METHOD AND APPARATUS FOR QUEUE ROUTING
    Publication number: 20120140916
    Abstract: Embodiments of the present invention disclose a method and an apparatus for queue routing. The method includes: obtaining history behavior information of a user accessing a call center system; analyzing the history behavior information, and performing queue routing on a call of the user based on an analysis result of the history behavior information. The embodiments of the present invention further disclose an apparatus for queue routing, including: an information obtaining module and a call processing module. By using the technical solutions according to the embodiments of the present invention, a dynamic queue routing mechanism is provided according to the history behavior information of the user, and thus, a more refined service manner is provided for the user and user experience is improved.
    Type: Application
    Filed: February 13, 2012
    Publication date: June 7, 2012
    Applicant: Huawei Technologies Co., Ltd.
    Inventor: Yan Kuang