Patents by Inventor Zia Chishti

Zia Chishti 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).

  • Techniques for benchmarking performance in a contact center system
    Patent number: 10834259
    Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.
    Type: Grant
    Filed: November 21, 2018
    Date of Patent: November 10, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventor: Zia Chishti
  • TECHNIQUES FOR ESTIMATING EXPECTED PERFORMANCE IN A TASK ASSIGNMENT SYSTEM
    Publication number: 20200351400
    Abstract: 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: Application
    Filed: July 16, 2020
    Publication date: November 5, 2020
    Inventors: Zia CHISHTI, Ittai KAN, Vikash KHATRI
  • TECHNIQUES FOR ESTIMATING EXPECTED PERFORMANCE IN A TASK ASSIGNMENT SYSTEM
    Publication number: 20200351402
    Abstract: 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: Application
    Filed: July 16, 2020
    Publication date: November 5, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventors: Zia CHISHTI, Ittai KAN, Vikash KHATRI
  • TECHNIQUES FOR ESTIMATING EXPECTED PERFORMANCE IN A TASK ASSIGNMENT SYSTEM
    Publication number: 20200351401
    Abstract: 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: Application
    Filed: July 16, 2020
    Publication date: November 5, 2020
    Inventors: Zia CHISHTI, Ittai KAN, Vikash KHATRI
  • TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM
    Publication number: 20200344356
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.
    Type: Application
    Filed: July 13, 2020
    Publication date: October 29, 2020
    Inventor: Zia Chishti
  • TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM
    Publication number: 20200344355
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.
    Type: Application
    Filed: July 13, 2020
    Publication date: October 29, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM
    Publication number: 20200344354
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.
    Type: Application
    Filed: July 10, 2020
    Publication date: October 29, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR HYBRID BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM
    Publication number: 20200336593
    Abstract: 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: Application
    Filed: July 6, 2020
    Publication date: October 22, 2020
    Inventors: Zia CHISHTI, Vikash KHATRI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200329150
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 29, 2020
    Publication date: October 15, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200329152
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 29, 2020
    Publication date: October 15, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200329148
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 26, 2020
    Publication date: October 15, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200329146
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 26, 2020
    Publication date: October 15, 2020
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200329151
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 29, 2020
    Publication date: October 15, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200329153
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 29, 2020
    Publication date: October 15, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200329149
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 29, 2020
    Publication date: October 15, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200329147
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 26, 2020
    Publication date: October 15, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200329145
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 26, 2020
    Publication date: October 15, 2020
    Inventor: Zia CHISHTI
  • Techniques for benchmarking pairing strategies in a contact center system
    Patent number: 10791223
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Grant
    Filed: May 28, 2020
    Date of Patent: September 29, 2020
    Assignee: Afiniti Europe Techologies Limited
    Inventor: Zia Chishti
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200296214
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: May 29, 2020
    Publication date: September 17, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI
  • TECHNIQUES FOR BENCHMARKING PAIRING STRATEGIES IN A CONTACT CENTER SYSTEM
    Publication number: 20200296216
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.
    Type: Application
    Filed: June 2, 2020
    Publication date: September 17, 2020
    Applicant: Afiniti Europe Technologies Limited
    Inventor: Zia CHISHTI