Vikash Khatri

US Patent:

20210250445, Aug 12, 2021

Filed:

Apr 28, 2021

Appl. No.:

17/242830

Inventors:

- Hamilton, BM
Vikash KHATRI - Alexandria VA, US

Assignee:

Afiniti, Ltd. - Hamilton

International Classification:

H04M 3/523

Abstract:

Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.

US Patent:

20210132991, May 6, 2021

Filed:

Jan 15, 2021

Appl. No.:

17/150193

Inventors:

- Hamilton, BM
Zia CHISHTI - Washington DC, US
Vikash KHATRI - Alexandria VA, US
James Edward ELMORE - Washington DC, US

Assignee:

Afiniti, Ltd. - Hamilton

International Classification:

G06F 9/48
G06F 9/50
G06F 9/455
G06Q 10/06

Abstract:

Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.

US Patent:

20210132992, May 6, 2021

Filed:

Jan 15, 2021

Appl. No.:

17/150204

Inventors:

- Hamilton, BM
Zia CHISHTI - Washington DC, US
Vikash KHATRI - Alexandria VA, US
James Edward ELMORE - Washington DC, US

Assignee:

Afiniti, Ltd. - Hamilton

International Classification:

G06F 9/48
G06F 9/50
G06F 9/455
G06Q 10/06

Abstract:

Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.

US Patent:

20210089352, Mar 25, 2021

Filed:

Dec 7, 2020

Appl. No.:

17/113730

Inventors:

- Hamilton, BM
Vikash KHATRI - Alexandria VA, US

Assignee:

Afiniti, Ltd. - Hamilton

International Classification:

G06F 9/48

Abstract:

Techniques for adapting behavioral pairing to runtime conditions in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for adapting behavioral pairing to runtime conditions in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, at least two pairing models for assigning tasks in the task assignment system; monitoring, by the at least one computer processor, at least one parameter of the task assignment system; and selecting, by the at least one computer processor, one of the at least two pairing models based on a value of the at least one parameter.

US Patent:

20210051230, Feb 18, 2021

Filed:

Aug 24, 2020

Appl. No.:

17/001376

Inventors:

- Hamilton, BM
Vikash KHATRI - Alexandria VA, US

International Classification:

H04M 3/523

Abstract:

Techniques for pairing contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing contacts and agents in a contact center system comprising: assigning, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a contact to an agent based on information associated with a prior interaction of the contact with the contact center system. The assigning of the contact to the agent may result in a less favorable outcome for the contact assigned to the agent and an increase in an overall performance of the contact center system.

US Patent:

20200382644, Dec 3, 2020

Filed:

Aug 18, 2020

Appl. No.:

16/996669

Inventors:

- Cheshire, GB
Vikash KHATRI - Alexandria VA, US

Assignee:

Afiniti Europe Technologies Limited - Cheshire

International Classification:

H04M 3/523

Abstract:

Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.

US Patent:

20200351400, Nov 5, 2020

Filed:

Jul 16, 2020

Appl. No.:

16/930624

Inventors:

- Cheshire, GB
Ittai KAN - McLean VA, US
Vikash KHATRI - Alexandria VA, US

International Classification:

H04M 3/523
H04M 3/51
G06Q 10/06

Abstract:

Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.

US Patent:

20200351401, Nov 5, 2020

Filed:

Jul 16, 2020

Appl. No.:

16/930626

Inventors:

- Cheshire, GB
Ittai KAN - McLean VA, US
Vikash KHATRI - Alexandria VA, US

International Classification:

H04M 3/523
H04M 3/51
G06Q 10/06

Abstract:

Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method comprising receiving, by at least one computer processor communicatively coupled to a task assignment system, a plurality of historical agent task assignments; determining, by the at least one computer processor, a sample of the plurality based on a strategy for pairing agents with tasks; determining, by the at least one computer processor, an expected performance of the strategy based on the sample; outputting, by the at least one computer processor, the expected performance; and optimizing, by the at least one computer processor, the performance of the task assignment system based on the expected performance.