William D'Attilio

Title: Innovations by William D'Attilio

Introduction

William D'Attilio is an accomplished inventor based in Brownsburg, Indiana, known for his contributions to the field of contact center technology. He holds two patents that showcase his innovative approach to optimizing workflows and agent scheduling in contact centers. His work has significantly impacted how organizations manage customer interactions and improve operational efficiency.

Latest Patents

William D'Attilio's latest patents include a "Method and system for dynamic adaptive routing of deferrable work in a contact center." This invention focuses on optimizing the workflow of deferrable work interactions by utilizing natural language processing (NLP) models and a priority model. The system generates NLP scores from text derived from received interactions and uses these scores to identify candidate agents for handling the work. The optimized workflow includes agent assignments and target timeframes for handling interactions.

Another notable patent is the "Method and system for scalable contact center agent scheduling utilizing automated AI modeling and multi-objective optimization." This system employs a processor and memory to generate workload forecasts and staffing requirement forecasts. It performs schedule optimization using column generation to create an optimized shift schedule for agents, ensuring that the contact center can meet its service goals effectively.

Career Highlights

William D'Attilio is currently employed at Genesys Cloud Services, Inc., where he continues to develop innovative solutions for contact centers. His expertise in AI modeling and optimization has positioned him as a key player in enhancing the efficiency of customer service operations. His contributions have been instrumental in advancing the capabilities of contact center technologies.

Collaborations

William has collaborated with talented individuals such as Bayu Wicaksono and German Andres Velasquez Diaz. These collaborations have fostered a creative environment that encourages the development of cutting-edge solutions in the contact center industry.

Conclusion

William D'Attilio's innovative patents and career achievements reflect his dedication to improving contact center operations through technology. His work continues to influence the industry, making significant strides in optimizing workflows and agent scheduling.