Patent · US Active

Multi-channel hybrid models for efficient routing

US11622042B2 · kind B2 · utility

0Cited by

1References

20Claims

0Family size

Assignee

Intuit Inc. · US

Inventors

Prarit LAMBA · San Diego, US
Clifford Green · San Diego, US

Key dates

Filing date	Mar 28, 2022
Grant date	Apr 4, 2023
Priority date	—
Expiry date	Mar 28, 2042

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.