US Patent Issued to Twilio on Feb. 24 for "Agent attention capacity modeling" (California Inventors)

ALEXANDRIA, Va., Feb. 24 -- United States Patent no. 12,561,693, issued on Feb. 24, was assigned to Twilio Inc. (San Francisco).

"Agent attention capacity modeling" was invented by Laura Decker (San Francisco), Torsten Budesheim (Mill Valley, Calif.), Mark Brazinski (San Francisco) and Dipesh Chauhan (San Francisco).

According to the abstract* released by the U.S. Patent & Trademark Office: "An attention capacity service for an omnichannel customer interaction system or omnichannel contact center service is presented. The attention capacity service leverages an agent attention capacity model to generate in real-time an available attention value for each agent, where the available attention value is used across all configured channels in t...