Language translation and work assignment optimization in a customer support environment
US10346544B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 20, 2017 |
| Grant date | Jul 9, 2019 |
| Priority date | — |
| Expiry date | Nov 20, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/12
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Approaches presented herein enable assignment of translated work to an agent in a support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.