Training modeling engines to predict contact center agent demand
US12407780B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 30, 2023 |
| Grant date | Sep 2, 2025 |
| Priority date | — |
| Expiry date | Oct 21, 2043 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06N20/20
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A contact center server obtains historical contact center data of a contact center by tracking contact center conditions. The contact center server trains, based on the historical contact center data, multiple modeling engines to generate agent demand data representing a number of agents working at a given time. The contact center server trains, based on the historical center contact center data and performance data of the multiple modeling engines, a combination engine to generate a combination of one or more modeling engines from the multiple modeling engines. The contact center server provides an output representing the trained combination engine and the multiple modeling engines.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.