At&t Intellectual Property I, L.p.

Ni An

Eric Martin Zavesky

James H Pratt

Martin Patrick McEnroe

Prateek Baranwal

Emily Williams

Kelly Dowd

Yunmiao Wang

Joshua West

Gary Brian Temerowski, Ii

The technologies described herein are generally directed to allocating a resource to perform a task based on a predicted capacity of the resource. For example, a method described herein can include identifying a selected capacity associated with completion of tasks of a particular task type. Further, the method can include, evaluating a result of work by a worker resource performing a task of the particular task type. The method can further include, based on the result, predicting that the worker resource has the selected capacity and, based on this prediction, assign the worker resource to perform another task of the particular task type.

Utilization of a resource to perform a task based on a predicted capacity of the resource

Concepts and technologies disclosed herein are directed to automated optimization of events by engagement and format. According to one aspect disclosed herein, an event management system can create an event for a specified topic based upon input provided, at least in part, by an event creator. The input can identify initial event content, a plurality of event attendees, a location for the event, and an event presenter. The event management system can receive a selection of a desired audience for the event. The event management system can accept the initial event content to be presented during the event and can determine a time for the event. The event management system can perform engagement sampling during the event. The event management system can utilize the selection, the time, and the engagement sampling to optimize the event. The event management system can determine a follow-up action to be performed after the event.

Automated optimization of events by engagement and format

The present disclosure describes various methods, computer-readable media, and apparatuses for supporting customer service automation. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents of a customer service center. The support for automation of customer service may be based on analysis of conversations between customers and customer service agents to identify conversation-level topics and utterance-level topics from the customer service conversations. The support for automation of customer service may be based on use of conversation-level topics and utterance-level topics identified from the customer service conversations to control initiation of customer service automation actions for supporting automation of customer service of the customer service center. The support for automation of customer service may be based on use of conversation-level and utterance-level topics identified from the customer service conversations to control selection, and design, of chatbots for the customer service center.

Supporting automation of customer service

The present disclosure describes various methods, computer-readable media, and apparatuses for supporting automation of customer service. The automation of customer service may be based on support for automation of conversations between customers and customer service agents. The automation of customer service based on support for automation of conversations between customers and customer service agents may be based on use of images provided by the customers to control the conversations between customers and customer service agents. The support for automation of conversations between customers and customer service agents based on use of images provided by the customers may include processing the images to obtain information for the conversations between the customers and the customer service agents and controlling the conversations between the customers and the customer service agents based on the information for the conversations between the customers and the customer service agents.

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Plano, TX, United States of America

Ni An