Sonu Kumar Mishra

Title: Innovations by Sonu Kumar Mishra

Introduction

Sonu Kumar Mishra is an accomplished inventor based in Seattle, WA. He has made significant contributions to the field of technology, particularly in communication and service routing systems. With a total of 2 patents, his work has been instrumental in enhancing customer service operations.

Latest Patents

Mishra's latest patents include "Service level based routing using visibility thresholds" and "Communication routing between agents and contacts." The first patent describes systems and methods for distributing agents to different queues in a call or contact center. This innovation allows for the definition of various queues for processing customer requests, each associated with a priority value and a visibility threshold. The techniques introduced aim to optimize performance in meeting customer service level goals by adjusting visibility thresholds based on queue performance.

The second patent focuses on routing communications between contacts and agents. It involves generating associations between agents and contacts intending to communicate. By utilizing a machine learning model, weightings for these associations are determined, representing a predicted interaction metric. This technology enables efficient routing of communications based on selected pairs of agents and contacts.

Career Highlights

Sonu Kumar Mishra is currently employed at Amazon Technologies, Inc., where he continues to innovate and develop cutting-edge solutions. His work has had a profound impact on improving customer service efficiency and effectiveness.

Collaborations

Mishra collaborates with talented individuals such as Vamsi Polapragada and Juliana Saussy, contributing to a dynamic and innovative work environment.

Conclusion

Sonu Kumar Mishra's contributions to technology through his patents and work at Amazon Technologies, Inc. highlight his role as a leading inventor in the field. His innovations in service routing and communication systems are paving the way for enhanced customer service experiences.