Yiwei Li

Title: Yiwei Li - Innovator in Virtual Contact Center Technology

Introduction

Yiwei Li is a notable inventor based in Bellevue, WA (US). He has made significant contributions to the field of virtual contact centers, particularly in the area of accurate forecasting metrics. His innovative approach leverages machine learning to enhance the efficiency of contact center operations.

Latest Patents

Yiwei Li holds a patent titled "Accurate individual queue level metric forecasting for virtual contact center queues with insufficient data, using models trained at higher granularity level." This patent discloses methods, systems, and computer-readable media for accurate usage forecasting for virtual contact centers. The technology involves a contact center management system that configures a contact center instance associated with a client. This instance comprises multiple queues designed to store contacts, which are routed to various agents. The system utilizes machine learning models to generate predictions for several metrics across different time horizons, specifically for individual queues within the contact center.

Career Highlights

Yiwei Li is currently employed at Amazon Technologies, Inc., where he applies his expertise in developing advanced solutions for contact center management. His work focuses on improving the accuracy of forecasting metrics, which is crucial for optimizing resource allocation and enhancing customer service.

Collaborations

Some of Yiwei Li's coworkers include Wei Niu and Tak Chung Lung, who collaborate with him on various projects within the company.

Conclusion

Yiwei Li's innovative contributions to virtual contact center technology demonstrate his commitment to enhancing operational efficiency through advanced forecasting methods. His work continues to influence the industry positively.