US Patent Issued to Genesys Cloud Services on Oct. 20 for "Method and system for dynamic adaptive routing of deferrable work in a contact center" (Canadian, American Inventors)

ALEXANDRIA, Va., Oct. 21 -- United States Patent no. 12,770,081, issued on Oct. 20, was assigned to Genesys Cloud Services Inc. (Menlo Park, Calif.).

"Method and system for dynamic adaptive routing of deferrable work in a contact center" was invented by Bayu Wicaksono (Laurel, Md.), Travis Humphreys (Crownsville, Md.), William D'Attilio (Brownsburg, Ind.), Johnson Tse (Markham, Canada) and Abel Chen (Markham, Canada).

According to the abstract* released by the U.S. Patent & Trademark Office: "A method for optimizing a workflow of deferrable work interactions in a contact center that includes: providing a NLP models and a priority model; using text derived from received deferrable working interactions as inputs to the NLP models to generat...