Communication routing between agents and contacts
AssigneeAmazon Technologies, Inc.
InventorsSonu Kumar Mishra, Vamsi Polapragada, Juliana Saussy
Life of this patent
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Abstract
Technology is described for routing communications between contacts and agents. Associations may be generated between agents and contacts who intend to communicate with the agents. Weightings for the associations between the agents and the contacts may be determined using a machine learning model to produce weighted associations. The weightings may represent a predicted interaction metric between the agents and the contacts. Selected pairs of agents and contacts may be determined by applying matching rules to the weightings. Communications may be routed between the contacts and the agents in accordance with the selected pairs of agents and contacts.
Claims20
A non-transitory machine readable storage medium having instructions embodied thereon, the instructions when executed by one or more processors, cause the one or more processors to perform a process including:
- receiving a plurality of agent identifiers and a plurality of contact identifiers, wherein the agent identifiers are associated with agents and the contact identifiers are associated with contacts who intend to communicate with the agents;
- generating a bipartite graph that includes agent nodes corresponding to the plurality of agent identifiers and contact nodes corresponding to the plurality of contact identifiers, wherein the bipartite graph includes edges between the agent nodes and the contact nodes;
- determining, using a machine learning model, edge weightings for the edges in the bipartite graph to produce a weighted bipartite graph, wherein the edge weightings represent a predicted interaction metric between the agents associated with the agent nodes and the contacts associated with the contact nodes;
- determining, using the edge weightings from the weighted bipartite graph, selected pairs of agents and contacts by applying matching rules to the weighted bipartite graph;
- and
- transmitting a communication assignment to a communication service to enable communications to be established between the contacts and the agents in accordance with the selected pairs of agents and contacts.
A method, comprising:
- generating a bipartite graph that includes agent nodes, contact nodes, and edges between the agent nodes and the contact nodes, wherein the agent nodes correspond to agent identifiers associated with agents and the contact nodes correspond to contact identifiers associated with contacts;
- determining, using a machine learning model, edge weightings for the edges to produce a weighted bipartite graph, wherein the edge weightings represent a predicted interaction metric between the agents and the contacts;
- determining, using the edge weightings, selected pairs of agents and contacts by applying matching rules to the weighted bipartite graph;
- and
- transmitting a communication assignment to enable communications to be established between the contacts and the agents in accordance with the selected pairs of agents and contacts.
A system, comprising:
- at least one processor;
- and
- at least one memory device including a data store to store a plurality of data and instructions that, when executed, cause the system to:
- receive communication requests from contacts associated with contact identifiers;
- identify agents that are available to communicate with the contacts, wherein the agents are associated with agent identifiers;
- generate a bipartite graph that includes agent nodes corresponding to the agent identifiers and contact nodes corresponding to the contact identifiers, wherein the bipartite graph includes edges between the agent nodes and the contact nodes;
- determine, using a machine learning model, edge weightings for the edges in the bipartite graph to produce a weighted bipartite graph, wherein the edge weightings represents a predicted interaction metric between the agents associated with the agent nodes and the contacts associated with the contact nodes;
- determine, using the edge weightings from the weighted bipartite graph, selected pairs of agents and contacts by applying a matching process to the weighted bipartite graph;
- and
- transmit, in response to the communication requests, communication assignments to enable communications to be established between the contacts and the agents in accordance with the selected pairs of agents and contacts.
Dependencies are inferred from the claim text.