专利检索 ap:("Amazon Technologies, Inc.") AND inv:"Manjeshwar Donthi" 第 1 页

1.

发明授权
Accurate individual queue level metric forecasting for virtual contact center queues with insufficient data, using models trained at higher granularity level 有权

公开(公告)号：US12073340B1

公开(公告)日：2024-08-27

申请号：US17216473

申请日：2021-03-29

申请人： Amazon Technologies, Inc.

发明人： Yiwei Li , Wei Niu , Tak Chung Lung , Yung-Chun Lin , Thomas Boyd Johnston , Manjeshwar Donthi , Richard Julian Rodriguez , Jon Russell Jay , Pasquale DeMaio , Phillip H Keung

IPC分类号： G06Q10/04 , G06N20/00 , G06Q10/0631

CPC分类号： G06Q10/04 , G06N20/00 , G06Q10/06311 , G06Q10/06315

摘要： Methods, systems, and computer-readable media for accurate usage forecasting for virtual contact centers are disclosed. A contact center management system configures a contact center instance associated with a client. The contact center instance comprises a plurality of queues configured to store contacts. At least a portion of the contacts are routed to a plurality of agents. The contact center management system determines, using one or more machine learning models associated with the contact center instance, a plurality of predictions for a plurality of metrics for the contact center instance for a plurality of time horizons. At least a portion of the predictions are generated for individual queues of the contact center instance.