The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 10, 2021
Filed:
May. 28, 2020
Nice Ltd., Ra'anana, IL;
Andrew Michael Traba, Chicago, IL (US);
Luke Daniel Olson, Chicago, IL (US);
NICE LTD., Ra'anana, IL;
Abstract
Methods for optimizing the routing of customer communications include receiving a customer communication; identifying a customer associated with the customer communication; accessing a profile of the identified customer to determine customer data; receiving normalized customer metric scores for a plurality of customer metrics; identifying available agents; accessing a profile of each available agent to determine agent data; predicting interaction outcome metric values for a plurality of customer metrics based on the customer data and the agent data; normalizing the predicted interaction outcome metric values; calculating, in real-time, an aggregate agent-customer pairing score for each available agent; selecting a responding agent from the available agents with the highest aggregate agent-customer pairing score; and providing a routing recommendation to a communication distributor to route the customer communication to the responding agent with the highest aggregate agent-customer pairing score.