公开(公告)号：US20250039303A1

公开(公告)日：2025-01-30

申请号：US18358475

申请日：2023-07-25

Applicant: Cisco Technology, Inc.

Inventor： Arunabh Bhattacharjee ,  Aseem Banshidhar Asthana

IPC: H04M3/523 ,  H04M3/51

Abstract: In one example embodiment, one or more machine learning models of at least one processor determine an agent of a communication center to receive a communication from a user according to one or more objectives that optimize a corresponding metric from interaction of the user and the agent. Features for training the one or more machine learning models are dynamically selected based on relevance of the features to attaining the one or more objectives. The at least one processor routes the communication to the agent of the communication center.

公开(公告)号：US20250106322A1

公开(公告)日：2025-03-27

申请号：US18473864

申请日：2023-09-25

Applicant: Cisco Technology, Inc.

Inventor： Saurabh Vinayak Sakalkar ,  Aseem B. Asthana ,  Sachin Gaikwad ,  Arunabh Bhattacharjee

IPC: H04M3/523

Abstract: In an example embodiment, a method includes determining an attitudinal negativity score associated with a contact center agent, among a plurality of contact center agents, based on an interaction between the contact center agent and a user during a communication session, receiving data associated with an incoming user communication, determining a user ease score associated with the incoming user communication based on the data, and blocking routing of the incoming user communication to the contact center agent based on the attitudinal negativity score being above a first threshold score and the user ease score being below a second threshold score.