Company Filing History:
Years Active: 2017-2018
Title: Scott Sloan: Innovating Incident Management at Oracle
Introduction
Scott Sloan, a talented inventor based in Berwyn, PA, has made significant contributions to the field of incident management through his innovative patents. With a total of two patents to his name, Scott has developed groundbreaking methods that enhance the efficiency of electronic request routing and improve collaboration within contact centers.
Latest Patents
Scott's latest inventions include two key patents that focus on optimizing incident management processes. The first patent, titled "Prioritizing Threads for Agent Routing," outlines a method for prioritizing and routing electronic requests in an incident management system. This invention involves accessing an incident record, assigning a priority to it, and generating a thread in an internal social networking application. The system links the incident record to the thread, creating an interface for an agent portal that displays thread indications based on their priority.
His second patent, "Recommended Roster Based on Customer Relationship Management Data," introduces systems and methods to facilitate collaboration in contact centers. This invention employs a skills matching algorithm derived from CRM systems to evaluate the needs of service incidents. It matches these needs with the skills of potential contributors, recommending them in ranked order, assisting agents in delivering effective solutions during customer contact sessions.
Career Highlights
Scott Sloan has solidified his position as an innovator while working at Oracle International Corporation. His work focuses on developing advanced technological solutions that streamline processes and improve user experience. His patents reflect a commitment to enhancing both efficiency and collaboration within complex organizational structures.
Collaborations
During his career, Scott has collaborated with talented professionals such as Christopher Patterson and Victor Chung-Wai Chan. Together, they have worked on various projects that leverage their expertise to create effective and innovative solutions for incident management.
Conclusion
Scott Sloan's contributions to the field of incident management through his patents position him as a notable inventor in today’s technology landscape. His innovative approaches have the potential to significantly enhance the way organizations handle electronic requests and customer interactions, paving the way for more efficient and collaborative work environments.