Technologies for automated generation of contact center system embeddings

    公开(公告)号:US11134155B1

    公开(公告)日:2021-09-28

    申请号:US17139033

    申请日:2020-12-31

    Abstract: A method for automated generation of contact center system embeddings according to one embodiment includes determining, by a computing system, contact center system agents, contact center system agent skills, and/or contact center system virtual queue experiences; generating, by the computing system, a matrix representation based on the contact center system agents, the contact center system agent skills, and/or the contact center system virtual queue experiences; generating, by the computing system and based on the matrix representation, contact center system agent identifiers, contact center system agent skills identifiers, and/or contact center system virtual queue identifiers; transforming, by the computing system, the contact center system agent identifiers, the contact center system agent skills identifiers, and/or the contact center system virtual queue identifiers into the contact center system agent embeddings, contact center system agent skills embeddings, and/or contact center system virtual queue embeddings, wherein weights of the contact center system agent embeddings, the contact center system agent skills embeddings, and/or the contact center system virtual queue embeddings are randomly initialized; and training, by the computing system, the contact center system agent embeddings, the contact center system agent skills embeddings, and/or the contact center system virtual queue embeddings by applying machine learning to obtain final weights of the contact center system agent embeddings, the contact center system agent skills embeddings, and/or the contact center system virtual queue embeddings.

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