Company Filing History:
3 out of 41 Years Active: 2023-2025
Title: Innovations by David Farrell in Predictive Routing Technologies
Introduction
David Farrell is an accomplished inventor based in Galway, Ireland. He has made significant contributions to the field of predictive routing technologies, particularly in contact center systems. With a total of three patents to his name, Farrell's work focuses on optimizing the routing of interactions to contact center agents.
Latest Patents
One of his latest patents is titled "Systems and methods for relative gain in predictive routing." This method involves identifying an interaction to be routed to a contact center agent and determining a predictive routing score for each prospective agent based on historical performance. It also includes calculating a relative gain for each agent, which indicates the optimization improvement of routing the interaction to that agent compared to others. The process culminates in ranking the agents and routing the interaction based on this ranking.
Another notable patent is "Technologies for adaptive predictive routing in contact center systems." This method identifies an interaction to be routed and assesses the availability of agents within various cohorts based on their performance scores. The interaction is then routed to the first available agent, ensuring efficient handling of customer inquiries.
Career Highlights
David Farrell is currently employed at Genesys Cloud Services, Inc., where he continues to innovate in the realm of contact center technologies. His work has been instrumental in enhancing the efficiency and effectiveness of customer service operations.
Collaborations
Farrell collaborates with talented professionals such as Emir Munoz and Maciej Dabrowski, contributing to a dynamic team focused on advancing predictive routing solutions.
Conclusion
David Farrell's innovative patents and contributions to predictive routing technologies have significantly impacted the efficiency of contact center operations. His work continues to shape the future of customer service interactions.