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:
Nov. 22, 2022
Filed:
Sep. 25, 2018
International Business Machines Corporation, Armonk, NY (US);
Jie Ma, Nanjing, CN;
Xin Zhou, Beijing, CN;
Hao Chen, Beijing, CN;
Rachel Mohammed, Wobrun, MA (US);
Christopher J. Davis, Boulder, CO (US);
Sharath Kancharla, Malden, MA (US);
Zhongzheng Shu, Malden, MA (US);
Manon Knoertzer, Saint Martin le Vinoux, FR;
Ran Guan, Beijing, CN;
INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US);
Abstract
A computer-implemented method is presented for selecting a preferred live agent from a plurality of live agents. The method includes constructing, via the processor, a human expertise matrix pertaining to each of the plurality of live agents by determining an average net promoter score (NPS) for each of the plurality of live agents for each category of a plurality of categories, and in response to a voice call by a user, determining, via the processor, a predicted human expertise on average by collectively assessing the human expertise matrix, a predicted NPS derived from a first deep neural network, and a predicted category derived from a second deep neural network. The method further includes, based on the predicted human expertise on average determined, triggering communication via the live agent communication network between the user and the preferred live agent to initiate a conversation between the user and the preferred live agent.