Accurate individual queue level metric forecasting for virtual contact center queues with insufficient data, using models trained at higher granularity level

Number of patents in Portfolio can not be more than 2000

United States of America

PATENT NO 12073340
SERIAL NO

17216473

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Abstract

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Methods, systems, and computer-readable media for accurate usage forecasting for virtual contact centers are disclosed. A contact center management system configures a contact center instance associated with a client. The contact center instance comprises a plurality of queues configured to store contacts. At least a portion of the contacts are routed to a plurality of agents. The contact center management system determines, using one or more machine learning models associated with the contact center instance, a plurality of predictions for a plurality of metrics for the contact center instance for a plurality of time horizons. At least a portion of the predictions are generated for individual queues of the contact center instance.

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Patent Owner(s)

Patent OwnerAddress
AMAZON TECHNOLOGIES INCPO BOX 81226 SEATTLE WA 98108-1226

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
DeMaio, Pasquale Bellevue, US 65 1690
Donthi, Manjeshwar Bellevue, US 1 0
Jay, Jon Russell Mercer Island, US 8 28
Johnston, Thomas Boyd Seattle, US 3 11
Keung, Phillip H Seattle, US 1 0
Li, Yiwei Bellevue, US 51 674
Lin, Yung-Chun Seattle, US 25 461
Lung, Tak Chung Bellevue, US 6 287
Niu, Wei Bellevue, US 44 520
Rodriguez, Richard Julian Shoreline, US 1 0

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