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 ...