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公开(公告)号：US12120271B2
公开(公告)日：2024-10-15
申请号：US18511253
申请日：2023-11-16
申请人： Afiniti, Ltd.
发明人： Ittai Kan , Zia Chishti , Akbar A. Merchant
CPC分类号： H04M3/5233 , H04M3/00 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M5/00 , H04M2203/402
摘要： A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
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公开(公告)号：US20240129407A1
公开(公告)日：2024-04-18
申请号：US18381903
申请日：2023-10-19
申请人： Afiniti, Ltd.
发明人： Ittai KAN , Ain CHISHTY , Blake Jay RILEY , Zia CHISHTI
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , G06Q10/063112 , H04M2203/402
摘要： A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent. The pairing module further comprises a contact/agent (C/A) pair selector that functions occasionally read the memory to obtain contact center information and then use the obtained contact center information to pair available agents with available contacts.
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公开(公告)号：US11936817B2
公开(公告)日：2024-03-19
申请号：US18112890
申请日：2023-02-22
申请人： Afiniti, Ltd.
发明人： Vikash Khatri , Zia Chishti , Jason Delker
CPC分类号： H04M3/5232 , H04M3/5175
摘要： The present application is directed toward techniques for behavioral pairing in a task assignment system. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.
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公开(公告)号：US20240020714A1
公开(公告)日：2024-01-18
申请号：US18222049
申请日：2023-07-14
申请人： Afiniti, Ltd.
发明人： Vadim PLINER
IPC分类号： G06Q30/0202
CPC分类号： G06Q30/0202
摘要： A method of determining a customer lifetime value (CLV) associated with a customer identifier (CID) is provided. The method comprises determining a hazard function associated with the CID based on a baseline hazard function and a coefficient value associated with CID; and calculating the CLV associated with the CID based on the determined hazard function. The determined hazard function is for calculating a probability that a customer associated with the CID will churn during a time interval.
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公开(公告)号：US20230275998A1
公开(公告)日：2023-08-31
申请号：US18143424
申请日：2023-05-04
申请人： Afiniti, Ltd.
发明人： Ain CHISHTY , Hassan AFZAL
CPC分类号： H04M3/5191 , H04M3/5141 , H04M3/5232 , H04M3/5238
摘要： Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed. In one embodiment, the techniques may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.
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公开(公告)号：US11736614B2
公开(公告)日：2023-08-22
申请号：US17518418
申请日：2021-11-03
申请人： Afiniti, Ltd.
CPC分类号： H04M3/5232
摘要： Techniques for decisioning behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for decisioning behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a plurality of possible task-agent pairings among at least one task waiting for assignment and at least one agent available for assignment; and selecting, by the least one computer processor for assignment in the task assignment system, a first task-agent pairing of the plurality of possible task-agent pairings based at least in part on a first offer set to be offered by the agent or a first compensation to be received by the agent.
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公开(公告)号：US11695872B2
公开(公告)日：2023-07-04
申请号：US17745217
申请日：2022-05-16
申请人： Afiniti, Ltd.
发明人： Zia Chishti
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/06393 , H04M3/5191 , H04M3/5233 , Y04S10/50
摘要： Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.
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公开(公告)号：US20230208974A1
公开(公告)日：2023-06-29
申请号：US18112890
申请日：2023-02-22
申请人： Afiniti, Ltd.
发明人： Vikash KHATRI , Zia CHISHTI , Jason DELKER
CPC分类号： H04M3/5232 , H04M3/5175
摘要： Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least one behavioral pairing constraint; and applying, by the at least one computer processor, the at least one behavioral pairing constraint to the task assignment system to controllably reduce performance of the task assignment system.
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公开(公告)号：US20220329695A1
公开(公告)日：2022-10-13
申请号：US17846748
申请日：2022-06-22
申请人： Afiniti, Ltd.
发明人： Ittai KAN , Ain CHISHTY , Blake Jay RILEY , Zia CHISHTI
IPC分类号： H04M3/51
摘要： A pairing module comprising a memory storing contact center information that i) identifies a first set of available agents that are available to be paired with a contact and ii) identifies a first set of available contacts that are waiting to be paired with an available agent. The pairing module further comprises a contact/agent (C/A) pair selector that functions occasionally read the memory to obtain contact center information and then use the obtained contact center information to pair available agents with available contacts.
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公开(公告)号：US11316978B2
公开(公告)日：2022-04-26
申请号：US16927007
申请日：2020-07-13
申请人： Afiniti, Ltd.
发明人： Zia Chishti
摘要： Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.
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