Intellectual Property India Publishes Patent Application for 'Technologies For Adaptive Predictive Routing In Contact Center Systems' Filed by Genesys Cloud Services, Inc.

MUMBAI, India, Aug. 8 -- Intellectual Property India has published a patent application (202517062527 A) filed by Genesys Cloud Services, Inc., Menlo Park, U.S.A., on June 30, for 'technologies for adaptive predictive routing in contact center systems.'

Inventor(s) include Kalra, Manan; Toth, Gergely; Farrell, David; and Munoz, Emir.

The application for the patent was published on Aug. 8, under issue no. 32/2025.

According to the abstract released by the Intellectual Property India: "A method for adaptive predictive routing in a contact center system according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator, and routing the interaction to a first contact center agent determined to be available to be routed the interaction."

The patent application was internationally filed on Jan. 30, 2024, under International application No.PCT/US2024/013537.

Disclaimer: Curated by HT Syndication.