Cheng Wu

Title: Cheng Wu - Innovator in Customer Support Technology

Introduction

Cheng Wu is a notable inventor based in Redmond, WA, who has made significant contributions to the field of customer support technology. With a focus on enhancing the efficiency of customer service interactions, he has developed innovative solutions that streamline the process of matching customers with service representatives.

Latest Patents

Cheng Wu holds a patent for a system titled "Working-time-based routing for customer support." This invention involves techniques performed by a data processing system that match a customer service ambassador (CSA) with a customer. The process includes receiving a service request for technical assistance, analyzing estimated working hours for both the customer and the CSAs, and producing compatibility scores. These scores indicate how closely the working hours align, allowing for the reordering of the CSA queue based on compatibility. Ultimately, a CSA is selected to provide technical assistance to the customer, improving the overall service experience.

Career Highlights

Cheng Wu is currently employed at Microsoft Technology Licensing, LLC, where he continues to innovate in the realm of customer support technologies. His work has been instrumental in developing systems that enhance customer satisfaction and operational efficiency.

Collaborations

Cheng has collaborated with notable colleagues, including Francois Callewaert and Dean Avila, who share his commitment to advancing technology in customer service.

Conclusion

Cheng Wu's contributions to customer support technology through his innovative patent demonstrate his dedication to improving service efficiency. His work at Microsoft Technology Licensing, LLC, along with his collaborations, positions him as a key figure in the field of customer service innovation.