Verizon Patent and Licensing Inc.

Apurva J Sheth

Nikhil Dhoble

Priyank Johri

DhivyaPriya Venkatachalam

Santosh Bijur

Shail Bhatt

Jiandong Guo

Srinivas Parimi

Ravi Karan Madavarapu

Santosh Mohan Bijur

A device may receive information associated with a set of chat logs. The device may obtain context information associated with the information, wherein the context information identifies a network address associated with a participant of the set of chat logs. The device may determine whether the set of chat logs is to be assigned to a first category, a second category, or a third category, wherein the first category is associated with fraudulent chat logs, wherein the second category is associated with chat logs involving a misrepresentation, and wherein the third category is associated with chat logs that are not identified as fraudulent or involving a misrepresentation. The device may perform an action based on whether the set of chat logs is assigned to the first category, the second category, or the third category.

Chat analysis using machine learning

A system and method may include processing a task assignment request comprising a task type corresponding to a task and querying a database based on the task assignment request and on the task type to identify an agent profile and agent status information for the identified agent profile, the agent profile comprising identification information to identify an agent workstation. The system and method may further include determining whether to generate assignment information for assigning the task to the agent workstation based on the agent status information.

Method and system for multimedia contact routing

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Plano, TX, United States of America

Apurva J Sheth