Company Filing History:
Years Active: 2022-2025
Title: Innovations by Swati Kadu: A Trailblazer in Contact Center Technology
Introduction
Swati Kadu, an innovative inventor hailing from Pune, India, has made significant contributions to the fields of customer service and contact center technology. With a remarkable portfolio of six patents, she is recognized for her cutting-edge inventions that enhance the efficiency of handling customer issues.
Latest Patents
Swati's latest patents include:
1. **Systems and methods to triage contact center issues using an incident grievance score**: This invention outlines systems and methods for assessing the priority of customer-reported issues. It involves receiving input regarding a customer issue, calculating an incident grievance score using a machine learning model, and dynamically adjusting the priority of the issue based on updated inputs. This proactive approach ensures that customer issues are prioritized effectively, enabling faster resolution times.
2. **Method for dynamically prioritizing inbound interactions in a digital multi-channel contact center**: This innovative method provides a computer-implemented solution for prioritizing inbound interactions across digital channels. It includes operating an interaction analyzer to extract metadata parameters and calculating a Digital Interaction Priority Score (DIPS) based on these parameters. The DIPS is then used to route the interaction to the appropriate agent, improving customer experience by ensuring timely responses.
Career Highlights
Throughout her career, Swati has worked with prominent companies in the technology sector, including InContact Inc. and Nice Ltd. Her experience in these organizations has allowed her to leverage her skills in creating impactful solutions tailored for the evolving needs of contact centers.
Collaborations
Swati has collaborated with talented professionals in her field, including colleagues such as Salil Dhawan and Harshad Ambekar. These collaborations have played a vital role in driving forward her innovative ideas and contributions to technology.
Conclusion
As a pioneering inventor, Swati Kadu continues to shape the future of contact center technology through her remarkable inventions. With six patents to her name, her work exemplifies the potential of innovation in enhancing customer service experiences, making her an influential figure in her industry.