Keh-Shin Fu Cheng

Title: Innovations of Keh-Shin Fu Cheng: A Pioneer in Document Processing and Customer Support Technologies

Introduction

Keh-Shin Fu Cheng, an accomplished inventor based in Mahopac, NY, has made significant contributions to technology through his five patented inventions. His work primarily focuses on enhancing customer-agent interactions in contact centers and improving document processing efficiency.

Latest Patents

One of Keh-Shin's latest patents is titled "System and method for real-time support for agents in contact center environments." This innovative system automates the extraction of text from customer-agent interactions in contact centers, analyzes the extracted data to identify customer issues, and employs contact-center agent buddies (CABs) to generate appropriate responses efficiently.

Another notable patent is "System and method for identifying document structure and associated metainformation," which focuses on processing documents by utilizing their textual content and layout. This method identifies visually distinguishable elements, such as section boundaries, to enhance the reliability and efficiency of document processing across various types. The system continually refines its known elements, allowing for adaptive identification and processing of a broad range of document types.

Career Highlights

Keh-Shin Fu Cheng is currently associated with International Business Machines Corporation (IBM), where he leverages his expertise to drive innovation in technology. His dedication to refining user experience and optimizing processes in contact centers and document handling has distinguished him as a thought leader in the industry.

Collaborations

Throughout his career, Keh-Shin has collaborated with fellow innovators such as Jai P. Menon and Roy Jefferson Byrd. Their teamwork contributes to the advancement of ideas and solutions that address complex challenges faced by modern enterprises in customer support and document management.

Conclusion

Keh-Shin Fu Cheng's inventions exhibit a commitment to enhancing technology in impactful ways. His patents reflect a keen understanding of user needs and a desire to streamline processes in customer service and document processing. As he continues to innovate at IBM, his contributions will likely shape the future of these fields.