US 11,870,934 B2
Smart capacity for workload routing
Shlomo Lahav, Tel Aviv (IL); Leor Gruendlinger, Tel Aviv (IL); Ofer Ron, Tel Aviv (IL); Yehiel Cohen, Tel Aviv (IL); and Liran Shaked, Tel Aviv (IL)
Assigned to LIVEPERSON, INC., New York, NY (US)
Filed by LIVEPERSON, INC., New York, NY (US)
Filed on May 20, 2022, as Appl. No. 17/749,264.
Application 17/749,264 is a continuation of application No. 17/068,085, filed on Oct. 12, 2020, granted, now 11,368,589.
Application 17/068,085 is a continuation of application No. 16/857,454, filed on Apr. 24, 2020, granted, now 10,841,427, issued on Nov. 17, 2020.
Claims priority of provisional application 62/838,522, filed on Apr. 25, 2019.
Prior Publication US 2023/0030146 A1, Feb. 2, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5232 (2013.01) 30 Claims
OG exemplary drawing
 
1. A computer-implemented method comprising:
receiving an incoming request for a user communication;
performing a message assessment on the incoming request, wherein the message assessment assigns a metric or a set of factors determined in association with a workload model to predict an upcoming workload for the user communication;
identifying an agent to handle the user communication, wherein the agent is identified based on a skill match to the metric or the set of factors, and wherein the agent is further identified based on a current workload capacity for the agent being sufficient to handle the upcoming workload predicted by the workload model;
routing the incoming request to the agent; and
generating an updated current workload capacity for the agent based on the upcoming workload, wherein the updated current workload capacity includes a buffer in order to address spikes or shifts in workload intensity.