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:
Feb. 28, 2023
Filed:
Mar. 16, 2021
Bank of America Corporation, Charlotte, NC (US);
Ramakrishna R. Yannam, The Colony, TX (US);
Donatus Asumu, Mckinney, TX (US);
Ion Gerald McCusker, Allen, TX (US);
Saahithi Chillara, Allen, TX (US);
Ashwini Patil, Richardson, TX (US);
Ravisha Andar, Plano, TX (US);
Emad Noorizadeh, Plano, TX (US);
Priyank R. Shah, Plano, TX (US);
Devanshu Mukherjee, Frisco, TX (US);
Bank of America Corporation, Charlotte, NC (US);
Abstract
A device that is configured to assign users to an issue cluster based on issue types for the users. The device is further configured to identify available agents and to assign each available agent to one or more knowledge area clusters based on knowledge scores. A knowledge score indicates an expertise level for an agent in a knowledge area. The device is further configured to identify an issue cluster that is associated with an issue type and to identify a user from the issue cluster. The device is further configured to identify a knowledge area cluster that is associated with the issue type and to identify an agent from the knowledge area cluster. The device is further configured to establish a network connection between a user device associated with the user and a user device associated with the agent.