MUMBAI, India, June 13 -- Intellectual Property India has published a patent application (202517050988 A) filed by Genesys Cloud Services, Inc., Menlo Park, U.S.A., on May 27, for 'systems and methods for relative gain in predictive routing.'
Inventor(s) include Munoz, Emir; Galanpoulos, Apostolos; Toth, Greg; Farrell, David; and Dabrowski, Maciej.
The application for the patent was published on June 13, under issue no. 24/2025.
According to the abstract released by the Intellectual Property India: "A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining a predictive routing score for each prospective contact center agent to which the interaction can be routed based on a historical performance of each prospective agent, determining a relative gain for each prospective agent based on an interaction class of the interaction, an agent class performance of the prospective agent, and an agent value of the prospective agent, wherein the relative gain of a respective agent is indicative of a relative optimization improvement of routing the interaction to the respective agent relative to another of the prospective agents, ranking the prospective agents based on the associated predictive routing score and the associated relative gain for each prospective agent, and routing the interaction to an agent selected based on the ranking of the prospective agents."
The patent application was internationally filed on Aug. 04, 2023, under International application No.PCT/US2023/029513.
Disclaimer: Curated by HT Syndication.
