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. 29, 2023
Filed:
Feb. 24, 2021
International Business Machines Corporation, Armonk, NY (US);
Rohit Avinash Mujumdar, Atlanta, GA (US);
Shubhi Asthana, Santa Clara, CA (US);
Pawan Chowdhary, San Jose, CA (US);
Aly Megahed, San Jose, CA (US);
Bing Zhang, College Station, TX (US);
INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US);
Abstract
Embodiments are provided for ticket-agent matching and agent skillset development. In some embodiments, a system includes a processor that executes computer-executable components stored in memory. The computer-executable components can include a matching component that determines, using a ticket profile and a space of agent profiles, a ticket-agent pair including a ticket identifier of a service request and an agent identifier of a particular agent within a pool of agents. The computer-executable components also can include a rematching component that assigns a second agent identifier to the service request to develop a skillset of a second particular agent within the pool of agents, the second agent identifier being associated with an unsatisfactory skill score for a defined skill to resolve the service request.