Multi-channel hybrid models for efficient routing
US11323570B1 · kind B1 · utility
6Cited by
1References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jul 29, 2021 |
| Grant date | May 3, 2022 |
| Priority date | — |
| Expiry date | Jul 29, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5238
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.