Aseem Gupta

Title: Aseem Gupta: Inventor in Digital Contact-Center Technology

Introduction

Aseem Gupta is an inventor based in Pune, India, and is associated with NICE Ltd. His patent work addresses how digital contact centers can respond efficiently to similar customer issues.

Latest Patents

Gupta is named on 1 patent: “System and Method for Providing an Identical Response to a Similar Issue That Is Received from Different Customers, via Inbound-Interaction in a Digital Multi-Channel Contact Center.” The invention describes a computer-implemented method for identifying similar issues raised by different customers and providing a consistent response.

When contact-center occupancy exceeds a configured threshold, the method creates a temporary case for an incoming customer interaction and compares it with cases already in a queue. If the similarity score exceeds another configured threshold, a category-qualification module assesses whether the issue belongs to a qualifying category. When it does, the temporary case is merged with similar cases, and a response associated with those cases is sent to the customer.

Career Highlights

Gupta’s listed invention focuses on managing inbound interactions during periods of high contact-center occupancy. By combining similarity detection, category qualification, and case merging, the method is designed to help contact centers handle recurring issues consistently.

Collaborations

Gupta is associated with NICE Ltd. His listed coworkers include Vikiran Sutar and Shubham Dwivedi.

Conclusion

Aseem Gupta’s patent reflects an approach to improving digital contact-center workflows by identifying recurring customer issues and delivering consistent responses.