Invention Grant
- Patent Title: Techniques for behavioral pairing in a task assignment system
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Application No.: US16717724Application Date: 2019-12-17
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Publication No.: US11269682B2Publication Date: 2022-03-08
- Inventor: Ittai Kan , Zia Chishti , Vikash Khatri , James Edward Elmore
- 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: G06F9/48
- IPC: G06F9/48 ; G06F9/50 ; G06F9/455 ; H04M3/51 ; G06Q10/06 ; H04M3/523

Abstract:
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.
Information query