Phillip H Keung

Title: Innovations by Phillip H Keung

Introduction

Phillip H Keung is an accomplished inventor based in Seattle, WA (US). He has made significant contributions to the field of technology, particularly in the realm of communication systems. With a total of 2 patents, his work focuses on enhancing real-time communication and contact center management.

Latest Patents

One of Phillip's latest patents is a "Computing action recommendation system for facilitating real-time communication." This invention describes techniques for action recommendation based on conversational logs for real-time assistance. It utilizes pre-generated intent clusters to identify relevant user intents during conversations with contact center agents. By doing so, it enables the performance of recommended actions on the agent's computing device, thereby facilitating smoother interactions. Additionally, feedback from these conversations can be recorded to improve the quality and relevance of future recommendations.

Another notable patent is for "Accurate individual queue level metric forecasting for virtual contact center queues with insufficient data, using models trained at a higher granularity level." This patent outlines methods and systems for accurate usage forecasting in virtual contact centers. It involves a management system that configures a contact center instance associated with a client, which includes multiple queues for storing contacts. The system employs machine learning models to generate predictions for various metrics over different time horizons, enhancing the efficiency of contact center operations.

Career Highlights

Phillip H Keung is currently employed at Amazon Technologies, Inc., where he continues to innovate and develop solutions that improve communication technologies. His work has had a significant impact on the efficiency of contact centers, making them more responsive and effective.

Collaborations

Phillip has collaborated with notable coworkers such as Wei Niu and Nicholas Sun, contributing to the advancement of technology in their respective fields.

Conclusion

Phillip H Keung's innovative patents and contributions to communication technology demonstrate his commitment to enhancing real-time interactions in contact centers. His work continues to influence the industry positively.