Johnson Tse

Title: Johnson Tse: Innovator in Contact Center Technologies

Introduction

Johnson Tse is a notable inventor based in Markham, Canada. He has made significant contributions to the field of contact center technologies, holding 2 patents that focus on optimizing workflows and agent assignments.

Latest Patents

His latest patents include a "Method and system for dynamic adaptive routing of deferrable work in a contact center." This innovative method aims to optimize the workflow of deferrable work interactions by utilizing natural language processing (NLP) models and a priority model. The process involves generating NLP scores from text derived from received interactions, which are then used to create a priority score for routing work to suitable agents. The optimized workflow ensures that deferrable work interactions are handled efficiently within a target timeframe.

Another significant patent is the "System and method for adaptive skill level assignments." This system allows for the automatic evaluation of agent effectiveness in handling interactions routed through skills-based routing. It incorporates various evaluation operations, such as emotion detection and sentiment analysis, to update agent profiles for improved future routing.

Career Highlights

Johnson has worked with Genesys Cloud Services, Inc., where he applied his expertise in developing innovative solutions for contact centers. His work has contributed to enhancing the efficiency and effectiveness of customer interactions.

Collaborations

Throughout his career, Johnson has collaborated with talented individuals such as Bayu Wicaksono and Travis Humphreys, further enriching his professional experience and contributions to the industry.

Conclusion

Johnson Tse stands out as an influential inventor in the realm of contact center technologies. His patents reflect a commitment to improving operational efficiency and enhancing customer service experiences.