Apparatus and method for multivariate prediction of contact center metrics using machine learning
US11475327B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 12, 2020 |
| Grant date | Oct 18, 2022 |
| Priority date | — |
| Expiry date | Feb 13, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N3/082
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
In a predictor device, a method for predicting a metric of a contact center includes receiving contact center operational data associated with a time duration; training a set of algorithms and their available hyperparameters with the contact center operational data to generate a set of data models; generating a score associated with each data model of the set of data models, the score quantifying a performance of each algorithm and its available hyperparameters on the contact center operational data; identifying the data model having the largest score as a best learning model for the time duration; and generating a contact center metric prediction based on the best learning model for the time duration.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.