Company Filing History:
Years Active: 2000-2019
Title: Innovations of Gary R Brophy
Introduction
Gary R Brophy is an accomplished inventor based in Byron, MN (US). He has made significant contributions to the field of technology, particularly in customer support environments. With a total of 5 patents, his work focuses on optimizing language translation and work assignment processes.
Latest Patents
One of Gary's latest patents involves language translation and work assignment optimization in a customer support environment. The approaches presented enable the assignment of translated work to an agent based on a confidence factor that measures the accuracy of translation and the agent's language skills. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming communication is translated into one or more natural languages, and each translation is assigned a score based on the confidence of the translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the communication is assigned to an agent with a confidence factor greater than a predetermined threshold. In another approach, the communication is only assigned if a rule optimizing agent availability and the risk of constrained resources is satisfied.
Career Highlights
Gary R Brophy is currently employed at International Business Machines Corporation (IBM), where he continues to innovate and develop new technologies. His work has had a profound impact on improving customer support systems through effective language translation and resource management.
Collaborations
Gary has collaborated with notable coworkers, including Dennis D Koski and Todd A Mueller, contributing to a dynamic and innovative work environment.
Conclusion
Gary R Brophy's contributions to technology, particularly in language translation and work assignment optimization, showcase his expertise and commitment to innovation. His work at IBM and his collaborations with fellow inventors highlight the importance of teamwork in driving advancements in customer support technology.