This inventor holds 12 USPTO granted patents. Top assignee: Mattersight Corporation. Active years: 2014-2019.
Company Filing History:
Years Active: 2014-2019
Title: **Innovations by Michael Glen Gates: Pioneering Predictive Routing Technologies**
Introduction
Michael Glen Gates, an accomplished inventor based in Lakeway, Texas, has made significant strides in the field of predictive routing technologies. With a total of 12 patents to his name, Gates has revolutionized how customer communications are directed, enhancing the efficiency of contact centers and improving customer satisfaction.
Latest Patents
Among his latest innovations, Gates has developed the "Real-time customer profile based predictive routing" system. This patent outlines methods, apparatus, and systems that are designed to efficiently route customer communications to the most suitable agent available. The process involves identifying origination data from a customer, predicting their personality type based on this data and their profile, and making informed routing recommendations accordingly. This intelligent system ensures a smoother interaction between the customer and the contact center.
Another noteworthy patent is the "Delayed-assignment predictive routing and methods." This invention focuses on routing communications based on customer satisfaction metrics. It includes mechanisms to assess the proficiency of available agents to handle customers with specific profiles. By determining higher proficiency scores for expected available agents, the system ensures optimal routing, thereby enhancing the overall customer experience.
Career Highlights
Gates currently works at Mattersight Corporation, where he applies his expertise in predictive analytics and customer communication technologies. His innovative work has positioned him as a leader in the industry, contributing to the development of cutting-edge solutions that address complex challenges in customer service operations.
Collaborations
Throughout his career, Gates has collaborated with talented professionals like Kelly Conway and David Gustafson. These partnerships have been instrumental in fostering innovation and driving the development of effective routing systems at Mattersight Corporation.
Conclusion
Michael Glen Gates continues to be a significant figure in the innovation landscape, with his pioneering work in predictive routing technologies making a lasting impact on customer interaction strategies. His commitment to enhancing communication efficiency is evident through his patents, which reflect a deep understanding of customer needs and technological advancements. As he continues to develop new solutions, Gates solidifies his role as a key inventor in the field of customer service innovation.