Amazon Technologies, Inc.

Yung-Chun Lin

Jon R Jay

Jeremy A Dashe

Raymond P Sharpe, Jr

Donald Lloyd Kaufman

Eric Samuel Stone

Joseph Daniel Sullivan

Kenneth C Macfarlane

Nathan Brent Glissmeyer

Alexander Clark Prater

Udit Madan

Brock Aaron Judkins

Nipun Dureja

Matthew Rice Carlson

Thomas J Weiland

Tauseef Kidwai

Victor Gregory Estevez

Raymond P Sharpe

Pasquale DeMaio

Donald Loyd Kaufman

Thomas Boyd Johnston

Wei Niu

Phillip H Keung

Tak Chung Lung

Paul Sharpe

Nate Glissmeyer

Richard Julian Rodriguez

Manjeshwar Donthi

Yiwei Li

Joseph D Sullivan

Methods, systems, and computer-readable media for accurate usage forecasting for virtual contact centers are disclosed. A contact center management system configures a contact center instance associated with a client. The contact center instance comprises a plurality of queues configured to store contacts. At least a portion of the contacts are routed to a plurality of agents. The contact center management system determines, using one or more machine learning models associated with the contact center instance, a plurality of predictions for a plurality of metrics for the contact center instance for a plurality of time horizons. At least a portion of the predictions are generated for individual queues of the contact center instance.

Accurate individual queue level metric forecasting for virtual contact center queues with insufficient data, using models trained at higher granularity level

A bulk data distribution system in which, instead of multiple data consumers contending to access the same data sets from a primary data store, one or more producers capture snapshots (states of the data sets at particular points in time) and upload the snapshots to an intermediate data store for access by snapshot consumers. The snapshot consumers may download the snapshots to generate local versions of the data sets for access by one or more data processing applications or processes. A snapshot producer may periodically generate full snapshots of a data set, and may generate one or more incremental snapshots of the data set between full snapshots. A snapshot consumer may bootstrap a local data set from a full snapshot and one or more incrementals, and may maintain state of the local data set by accessing new snapshots uploaded by the producer.

Bulk data distribution system

A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit one or more electronic contact requests to a contact service in communication with a contact distribution system in order to obtain more information. The contact distribution system determines accurate, real-time availability of service agents and enables communications between the customer and an agent to be established in accordance with user contact information provided by the user.

Systems and methods for customer contact

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

System and method for automated call distribution

Growing community of inventors

Seattle, WA, United States of America

Yung-Chun Lin