Invention Grant
- Patent Title: Techniques for behavioral pairing in a contact center system
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Application No.: US17093085Application Date: 2020-11-09
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Publication No.: US11218597B2Publication Date: 2022-01-04
- Inventor: Ittai Kan , Michael Richard Klugerman , Blake Jay Riley
- Applicant: Afiniti, Ltd.
- Applicant Address: BM Hamilton
- Assignee: Afiniti, Ltd.
- Current Assignee: Afiniti, Ltd.
- Current Assignee Address: BM Hamilton
- Agency: Wilmer Cutler Pickering Hale and Dorr LLP
- Main IPC: H04M3/523
- IPC: H04M3/523 ; G06Q10/06 ; G06Q30/00

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 behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
Public/Granted literature
- US20210058516A1 TECHNIQUES FOR BEHAVIORAL PAIRING IN A CONTACT CENTER SYSTEM Public/Granted day:2021-02-25
Information query