US 12,341,928 B2
Contact center system
Ittai Kan, McLean, VA (US); Ain Chishty, Rockville, MD (US); Blake Jay Riley, Indianapolis, IN (US); and Zia Chishti, San Juan, PR (US)
Assigned to AFINITI AI LIMITED, Dublin (IE)
Filed by Afiniti AI Limited, Dublin (IE)
Filed on Oct. 19, 2023, as Appl. No. 18/381,903.
Application 18/381,903 is a continuation of application No. 17/846,748, filed on Jun. 22, 2022, granted, now 11,831,808.
Application 17/846,748 is a continuation in part of application No. 17/191,028, filed on Mar. 3, 2021, granted, now 11,595,522, issued on Feb. 28, 2023.
Application 17/191,028 is a continuation of application No. 17/113,715, filed on Dec. 7, 2020, abandoned.
Application 17/113,715 is a continuation of application No. 16/445,014, filed on Jun. 18, 2019, granted, now 10,863,026, issued on Dec. 8, 2020.
Application 16/445,014 is a continuation of application No. 15/395,529, filed on Dec. 30, 2016, granted, now 10,326,882, issued on Jun. 18, 2019.
Prior Publication US 2024/0129407 A1, Apr. 18, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2024.01); H04M 3/51 (2006.01); G06Q 10/0631 (2023.01)
CPC H04M 3/5175 (2013.01) [G06Q 10/063112 (2013.01); H04M 2203/402 (2013.01)] 18 Claims
OG exemplary drawing
 
1. A method comprising:
obtaining a first set of one or more contact IDs each identifying a contact;
obtaining a first set of one or more agent IDs each identifying an agent;
delaying pairing of any contact ID in the first set with any agent ID in the first set for at least a first predefined time interval;
based at least on the delaying, obtaining a first updated set of one or more contact IDs each identifying a contact;
based at least on the delaying, obtaining a first updated set of one or more agent IDs each identifying an agent; and
using a behavioral pairing strategy, pairing at least one contact ID in the first updated set with at least one agent ID in the first updated set.