Ticket-agent matching and agent skillset development
US11741405B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 24, 2021 |
| Grant date | Aug 29, 2023 |
| Priority date | — |
| Expiry date | Nov 13, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/20
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Embodiments are provided for ticket-agent matching and agent skillset development. In some embodiments, a system includes a processor that executes computer-executable components stored in memory. The computer-executable components can include a matching component that determines, using a ticket profile and a space of agent profiles, a ticket-agent pair including a ticket identifier of a service request and an agent identifier of a particular agent within a pool of agents. The computer-executable components also can include a rematching component that assigns a second agent identifier to the service request to develop a skillset of a second particular agent within the pool of agents, the second agent identifier being associated with an unsatisfactory skill score for a defined skill to resolve the service request.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.