US Patent Issued to CISCO TECHNOLOGY on May 19 for "Routing of communications to contact center agents using machine learning" (Canadian, American Inventors)

ALEXANDRIA, Va., May 19 -- United States Patent no. 12,634,395, issued on May 19, was assigned to CISCO TECHNOLOGY INC. (San Jose, Calif.).

"Routing of communications to contact center agents using machine learning" was invented by Arunabh Bhattacharjee (Etobicoke, Canada) and Aseem Banshidhar Asthana (Morgan Hill, Calif.).

According to the abstract* released by the U.S. Patent & Trademark Office: "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 m...