Intuit, Inc.

Kenneth Grant Yocum

Joseph B Cessna

Linxia Liao

Daniel Ben David

Christopher R Rivera

Christiana Mei Hui Chen

Nicholas R Johnson

Joseph Michael Mandozzi

Christopher Aprea

Yaxian Li

The one or more embodiments provide for a method, system, and computer program product, an intent, generated by a large language model from a text, is received from a user device as a first input to an advice planner. A state of an account is received as a second input to the advice planner. The advice planner classifieds the intent into a domain corresponding to the intent, and generates, as output, a plan comprising a first set of action logic associated with the domain. Each action logic is a discrete step in an ordered sequence for achieving a desired state of the account. The advice planner forwards the plan to the large language model (LLM). The large language model receives the plan as input and generates advice in a natural language format as output. The advice is then forwarded to the user device.

Advice generation system

A method for using piecewise forecasts involves obtaining, by a model discovery service, a plurality of models and generating, by a demand prediction service, a plurality of values for a time series variable. The plurality of values corresponding to a plurality of days to be predicted. The method further involves inputting the plurality of values for the time series variable as part of a piecewise forecast to a headcount estimation service and generating, by the headcount estimation service with the piecewise forecast, an estimated headcount from the time series variable.

Contact center call volume prediction

Systems and methods for call handling optimization of a call center are disclosed. A system is configured to: obtain a plurality of agent demand variables; obtain an indication of available agents that are associated with a plurality of skills; generate a multi-skill routing matrix depicting a routing problem from the agent demand variables and the available agents; deconstruct the multi-skill matrix into one or more band routing matrices; and identify, for each band routing matrix, a number of agents from the available agents to be used in solving the band routing matrix. Identifying the number of agents includes recursively simulating a plurality of possible routing solutions, measuring a quality metric for each simulation, and reducing the range of available agents based on the quality metric. The system may indicate the number of agents to be used for each routing sub-problem (which may be at the staff group level).

Artificial intelligence based call handling optimization

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Encinitas, CA, United States of America

Kenneth Grant Yocum