Thomas Boyd Johnston

Title: Thomas Boyd Johnston: Innovator in Contact Center Technology

Introduction

Thomas Boyd Johnston is a notable inventor based in Seattle, WA (US). He has made significant contributions to the field of contact center technology, holding a total of 4 patents. His work focuses on improving the efficiency and effectiveness of virtual contact centers through advanced forecasting and management techniques.

Latest Patents

Johnston's latest patents include innovative methods for accurate individual queue level metric forecasting for virtual contact center queues with insufficient data. This patent discloses systems and computer-readable media that enhance usage forecasting for virtual contact centers. The contact center management system he developed configures instances associated with clients, comprising multiple queues that store contacts. Using machine learning models, the system generates predictions for various metrics over multiple time horizons, specifically for individual queues. Another significant patent involves dynamic communication routing at contact centers, utilizing trained deep learning and machine learning models to manage staffing needs, schedule agents, and detect anomalies in customer traffic.

Career Highlights

Johnston is currently employed at Amazon Technologies, Inc., where he applies his expertise in machine learning and contact center management. His innovative approaches have led to advancements in how contact centers operate, ultimately improving customer service and operational efficiency.

Collaborations

Throughout his career, Johnston has collaborated with talented individuals such as Pasquale DeMaio and Juliana Saussy. These partnerships have fostered a creative environment that encourages the development of cutting-edge solutions in the contact center industry.

Conclusion

Thomas Boyd Johnston's contributions to contact center technology exemplify the impact of innovation in enhancing customer service operations. His patents reflect a commitment to leveraging machine learning for improved forecasting and management, making him a key figure in this evolving field.