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US 11,146,501 B2Granted
Decision based resource allocation in response systems
AssigneeInternational Business Machines Corporation
InventorsGandhi Sivakumar, Debojyoti Mookerjee, Salil Ahuja, Kiran Challapalli
Life of this patent
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Abstract
A first user communication request by a first user is detected. The first user communication request is directed to a computer response system. In response to detecting the first user communication request a profile associated with the first user is determined. A first set of computing resources of the computer response system is allocated to a first automated respondent. The allocation is based on the determined profile. A communication between the first user and the first automated responded is assigned based on the determined profile.
Claims20
A method of reallocating computing resources comprising:
- detecting a first user communication request by a first user, the first user communication request directed to a computer response system;
- determining, in response to detecting the first user communication request, a profile associated with the first user;
- allocating, based on the determining the profile, a first set of computing resources of the computer response system to a first automated respondent,
- wherein the first set of computing resources including an amount of computing resources based on the profile that are different from other amounts of computing resources that are assigned to other automated respondents of a plurality of automated respondents,
- and wherein the first set of computing resources is allocated to the first automated respondent before the first user is assigned communication with any automated respondent of the plurality of automated respondents;
- assigning, based on determining the profile, a communication between the first user and the first automated respondent;
- providing a graphical user interface to an administrative user based on the first user, wherein the graphical user interface includes colors that represent a cost of the communication and wherein the graphical user interface may notify the administrative user of the cost of the communication;
- and
- providing a second graphical user interface to the administrative user based on the first user, wherein the second graphical user interface includes a representation of the communication between the first user and the first automated respondent, and wherein the graphical user interface includes an interface element to permit the administrative user to communicate with the first user.
6 more elements
A system for reallocating computing resources, the system comprising:
- a memory;
- and
- a processor, the processor communicatively coupled to the memory, the processor configured to:
- detect a first user communication request by a first user, the first user communication request directed to a computer response system;
- determine, in response to detecting the first user communication request, a profile associated with the first user;
- allocate, based on the determining the profile, a first set of computing resources of the computer response system to a first automated respondent of a plurality of automated respondents,
- wherein the allocating of the first set of computing resources is performed before the first user is assigned communication with any automated respondent of the plurality of automated respondents;
- assign, based on determining the profile, a communication between the first user and the first automated respondent;
- provide a graphical user interface to an administrative user based on the first user, wherein the graphical user interface includes colors that represent a cost of the communication and wherein the graphical user interface may notify the administrative user of the cost of the communication;
- and
- provide a second graphical user interface to the administrative user based on the first user, wherein the second graphical user interface includes a representation of the communication between the first user and the first automated respondent, and wherein the graphical user interface includes an interface element to permit the administrative user to communicate with the first user.
8 more elements
A computer program product for reallocating computing resources, the computer program product comprising a computer readable storage medium having program instructions embodied therewith, the program instructions configure to:
- detect a first user communication request by a first user, the first user communication request directed to a computer response system;
- determine, in response to detecting the first user communication request, a profile associated with the first user;
- allocate, based on the determining the profile, a first set of computing resources of the computer response system to a first automated respondent,
- wherein the first set of computing resources includes a first amount of computing resources that are based on a profile of the user, and
- wherein the first amount of computing resources are different from other amounts of computing resources that are assigned to other automated respondents of a plurality of automated respondents;
- assign, based on determining the profile, a communication between the first user and the first automated respondent;
- provide a graphical user interface to an administrative user based on the first user, wherein the graphical user interface includes colors that represent a cost of the communication and wherein the graphical user interface may notify the administrative user of the cost of the communication;
- and
- provide a second graphical user interface to the administrative user based on the first user, wherein the second graphical user interface includes a representation of the communication between the first user and the first automated respondent, and wherein the graphical user interface includes an interface element to permit the administrative user to communicate with the first user.
6 more elements
Dependencies are inferred from the claim text.