Answer time prediction in a contact center service of a provider network
US11706345B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 30, 2021 |
| Grant date | Jul 18, 2023 |
| Priority date | — |
| Expiry date | Nov 30, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/403
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Computer-implemented techniques for answer time prediction in a contact center service of a provider network. While a delayed processing timing has not been met, a set of contact queuing context-actual answer time data for a set of contact inquiries serviced is received as a first set of contact queuing context-actual answer time data. When the delayed processing timing has been met, a new queuing model is learned based on the first set of contact queuing context-actual answer time data and a previous set of contact queuing context-actual answer time data for a previous set of contact inquiries serviced or a previous version of the queuing model. A request to predict an answer time for a target contact queuing context is received and an answer time for the target contact queuing context is predicted based on the new queuing model. The predicted answer time is provided to a contact via a contact communications channel.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.