MUMBAI, India, July 24 -- Intellectual Property India has published a patent application (202611066218 A) filed by Vipin Kalra on May 26, 2026, for System And Method For Operating An Agentic Ai Maturity Engine For Self-Evolving Contact Center Ecosystems.
Inventor includes Vipin Kalra.
The application for the patent was published on July 17, 2026, under issue no. 29/2026.
Abstract: The present invention relates to a system and method for operating an agentic artificial intelligence maturity engine for a self-evolving contact center ecosystem. The system comprises an ecosystem connector layer, interaction ingestion module, telemetry repository, maturity assessment module, maturity scoring module, agentic planning module, simulation and validation module, controlled deployment module, governance module, and feedback module. The system receives interaction data from voice, chat, email, ticketing, customer relationship management, knowledge management, routing, and feedback platforms. The data is normalized into structured interaction records and evaluated across maturity dimensions including automation, knowledge, routing, human-agent collaboration, compliance, omnichannel consistency, customer experience, and self-learning maturity. Maturity gaps are identified and technical intervention plans are generated for improving contact center operation. Proposed interventions are validated using historical records, synthetic scenarios, and predefined thresholds before controlled deployment. Post-deployment feedback updates maturity scores, enabling safe, governed, and continuous evolution of the contact center ecosystem. (Accompanied Figure No. 1-2)
Disclaimer: Curated by HT Syndication.
