This inventor holds 1 USPTO granted patent. Top assignee: Mitel Networks Corporation. Active years: 2022.
Data source: USPTO (United States Patent and Trademark Office) public patent records. Weekly synchronization. How IDiyas builds this profile
Company Filing History:
Years Active: 2022
Title: Long Nguyen - Innovator in Soft Skills-Based Call Routing
Introduction
Long Nguyen is an accomplished inventor based in Santa Clara, CA. He has made significant contributions to the field of electronic communication, particularly in enhancing the efficiency of contact centers. His innovative approach focuses on integrating artificial intelligence to improve agent performance through soft skills evaluation.
Latest Patents
Nguyen holds a patent for a "Method and system for soft skills-based call routing in contact centers." This patent describes an electronic communication method and system that rates agent soft skills using an AI module. The AI continuously evaluates these skills based on artifacts from previous customer interactions, such as voice recordings and chat transcripts. The system implements targeted soft skill-based routing for high-priority calls, ensuring that agents with the appropriate skills handle sensitive interactions. Additionally, the system can route calls to agents with lower soft skills ratings during off hours for training purposes. This innovative approach allows for continuous learning and improvement in both agent and supervisor training.
Career Highlights
Long Nguyen is currently employed at Mitel Networks Corporation, where he applies his expertise in developing advanced communication solutions. His work has been instrumental in shaping the future of customer service through technology. With a focus on enhancing agent performance, Nguyen's contributions have positioned him as a leader in the field.
Collaborations
Nguyen collaborates with talented professionals, including his coworker Nishu Sharma, to drive innovation within the company. Their combined efforts aim to create cutting-edge solutions that address the evolving needs of contact centers.
Conclusion
Long Nguyen's innovative work in soft skills-based call routing exemplifies the potential of artificial intelligence in improving customer service. His contributions to the field are paving the way for more effective communication strategies in contact centers.
Data source: USPTO (United States Patent and Trademark Office) public patent records. Weekly synchronization. How IDiyas builds this profile