公开(公告)号：US20140164041A1

公开(公告)日：2014-06-12

申请号：US14101149

申请日：2013-12-09

Applicant: Verizon Patent and Licensing, Inc.

Inventor： Priyank JOHRI ,  Nikhil DHOBLE ,  Apurva J. SHETH ,  DhivyaPriya VENKATACHALAM ,  Santosh Mohan BIJUR

IPC: G06Q10/06

CPC classification number: G06Q10/063114 ,  G06Q10/06

Abstract: A system and method may include processing a task assignment request comprising a task type corresponding to a task and querying a database based on the task assignment request and on the task type to identify an agent profile and agent status information for the identified agent profile, the agent profile comprising identification information to identify an agent workstation. The system and method may further include determining whether to generate assignment information for assigning the task to the agent workstation based on the agent status information.

Abstract translation: 系统和方法可以包括处理包括与任务相对应的任务类型和基于任务分配请求查询数据库的任务分配请求，以及处理所述任务类型以识别所识别的代理简档的代理简档和代理状态信息， 代理简档包括用于标识代理工作站的标识信息。 系统和方法还可以包括基于代理状态信息确定是否生成用于将代理工作站分配给任务的分配信息。

公开(公告)号：US20200302017A1

公开(公告)日：2020-09-24

申请号：US16361101

申请日：2019-03-21

Applicant: Verizon Patent and Licensing Inc.

Inventor： Ravi Karan MADAVARAPU ,  Jiandong GUO ,  Shail BHATT ,  Apurva J. SHETH ,  Srinivas PARIMI

IPC: G06F17/27 ,  G06N20/20 ,  H04L12/58

Abstract: A device may receive information associated with a set of chat logs. The device may obtain context information associated with the information, wherein the context information identifies a network address associated with a participant of the set of chat logs. The device may determine whether the set of chat logs is to be assigned to a first category, a second category, or a third category, wherein the first category is associated with fraudulent chat logs, wherein the second category is associated with chat logs involving a misrepresentation, and wherein the third category is associated with chat logs that are not identified as fraudulent or involving a misrepresentation. The device may perform an action based on whether the set of chat logs is assigned to the first category, the second category, or the third category.