IP Library › Granted Patent US 12711436

Granted Patent B2

US 12711436 · App. 18/322,025 · Granted Aug 18, 2026

Computing systems and methods for defining work item assignment workflows and intelligently assigning work items

Inventors: Raja Durai Henry (Buffalo Grove, IL); Elango Ramasamy (Buffalo Grove, IL); Tricia Marie Bedell (Vernon Hills, IL); Randal Lawrence Streator (Batesville, IN)

Assignee: Capital One Financial Corporation

G06Q10/063112 G06Q10/103 G06Q10/06313

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Quick Facts

Patent No.: US 12711436
App. No.: 18/322,025
Granted: Aug 18, 2026
Kind: B2

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USPTO Patent Center↗ Full Patent PDF↗

Abstract

Systems and methods for intelligently facilitating assignment of work items involve providing a user interface for creating work item assignment workflows and receiving data defining workflows for assigning work items, the workflows each indicating (i) one or more factors based on which work items should be identified for assignment to an agent and (ii) a prioritization scheme for determining an order in which identified work items should be assigned. In response to receiving a work item assignment request on behalf of an agent, a pre-defined workflow is obtained, and based on the workflow, (i) available work items from multiple computing systems are identified for assignment to the agent and (ii) a prioritized order for assigning the identified work items is determined. Based on the identified work items and the determined order, a personalized work item queue is generated for the agent, from which work items are assigned to the agent.

Claims (94)

1 . A computing platform comprising:

at least one network interface;

at least one processor;

at least one non-transitory computer-readable medium; and

program instructions stored on the at least one non-transitory computer-readable medium that are executable by the at least one processor such that the computing platform is configured to:

receive, from an end-user device associated with a given agent, a request to access a portal for requesting assignment of work items from a plurality of disparate business process management (BPM) systems, wherein the request comprises portal login credentials for the given agent, and wherein each respective BPM system of the plurality of disparate BPM systems comprises a respective software platform for tracking work items that has (i) a respective system-specific application programming interface (API) for accessing the respective BPM system and (ii) a respective system-specific user interface for facilitating user interaction with the respective BPM system;

validate the portal login credentials for the given agent and thereby authenticate the given agent;

in response to authenticating the given agent, cause the end-user device to display a unified user interface of the portal that enables agents to request assignment of work items from the plurality of disparate BPM systems without individually accessing the respective system-specific user interfaces of the plurality of disparate BPM systems;

receive, from the end-user device associated with the given agent, an indication of a work item assignment request that was submitted by the given agent via the unified user interface of the portal that enables agents to request assignment of work items from the plurality of disparate BPM systems;

based on the work item assignment request:

obtain a work item assignment workflow that includes a prioritization scheme for sorting identified work items;

obtain one or more access tokens for accessing the plurality of BPM systems on behalf of the given agent without requiring the given agent to individually access each of the plurality of disparate BPM systems;

utilize the one or more access tokens to identify a set of work items that are available for assignment to the given agent, wherein identifying the set of work items comprises, for each respective BPM system of the plurality of disparate BPM systems:

(i) transmitting, to the respective BPM system via the respective system-specific API of the respective BPM system, a respective request for an identification of work items from the respective BPM system that are available for assignment to the given agent, wherein the respective request comprises a respective one of the obtained one or more access tokens; and

(ii) receiving, from the respective BPM system via the respective system-specific API of the respective BPM system, an identification of a respective subset of work items from the respective BPM system that are available for assignment to the given agent, wherein the identified set of work items comprises respective subsets of work items from the respective BPM systems;

apply the prioritization scheme to the identified set of work items and thereby determine an order for assigning the work items in the set of work items to the given agent;

based on determining the order for assigning the work items, generate a personalized work item queue for the given agent; and

cause a given work item from the personalized work item queue to be assigned to the given agent, wherein the given work item originates from a given BPM system from the plurality of disparate BPM systems, and wherein causing the given work item to be assigned to the given agent comprises:

(i) transmitting, to the given BPM system via the respective system-specific API of the given BPM system, a notification that the given work item has been assigned and thereby causing the given BPM system to designate the given work item as having been assigned; and

(ii) causing the end-user device associated with the given agent to display a representation of the given work item via the unified user interface of the portal for requesting assignment of work items from the plurality of disparate BPM systems.

2 . The computing platform of claim 1 , wherein the work item assignment workflow further indicates one or more factors based on which work items are to be identified.

3 . The computing platform of claim 2 , wherein the one or more factors include one or more of a create date, an agent skill level, a time sensitivity, or a priority level.

4 . The computing platform of claim 2 , wherein the respective request transmitted to each respective BPM system includes an indication of the one or more factors based on which work items are to be identified.

5 . The computing platform of claim 1 , wherein the prioritization scheme indicates one or more factors according to which identified work items should be prioritized for assignment, and wherein the program instructions that are executable by the at least one processor such that the computing platform is configured to apply the prioritization scheme to the set of work items comprise program instructions that are executable by the at least one processor such that the computing platform is configured to:

for each work item in the set of work items:

determine a respective factor-specific priority value for each factor; and

based on the respective factor-specific priority values, determine a work item-specific priority value; and

sort the set of work items according to each work item's respective work item-specific priority value.

6 . The computing platform of claim 1 , further comprising program instructions stored on the at least one non-transitory computer-readable medium that are executable by the at least one processor such that the computing platform is configured to:

before receiving the indication of the work item assignment request:

cause an end-user device associated with a user to display one or more user interface views for defining work item assignment workflows;

receive data defining the work item assignment workflow; and

cause storage of a data record representing the work item assignment workflow.

7 . The computing platform of claim 1 , further comprising program instructions stored on the at least one non-transitory computer-readable medium that are executable by the at least one processor such that the computing platform is configured to:

after generating the personalized work item queue for the given agent:

receive data defining a modification to the work item assignment workflow;

update a data record representing the work item assignment workflow to reflect the modification; and

update the personalized work item queue for the given agent in real-time in accordance with the modification to the work item assignment workflow.

8 . The computing platform of claim 1 , wherein the personalized work item queue comprises a subset of the set of work items.

9 . The computing platform of claim 1 , wherein the program instructions that are executable by the at least one processor such that the computing platform is configured to obtain the one or more access tokens for accessing the plurality of BPM systems on behalf of the given agent comprise program instructions that are executable by the at least one processor such that the computing platform is configured to:

obtain the one or more access tokens for accessing the plurality of BPM systems on behalf of the given agent in response to confirming that a successful authentication of the given agent was performed.

10 . The computing platform of claim 1 , wherein the one or more access tokens comprise a single access token for use in communicating with the plurality of BPM systems.

11 . At least one non-transitory computer-readable medium, wherein the at least one non-transitory computer-readable medium is provisioned with program instructions that, when executed by at least one processor, cause a computing platform to:

validate the portal login credentials for the given agent and thereby authenticate the given agent;

based on the work item assignment request:

obtain a work item assignment workflow that includes a prioritization scheme for sorting identified work items;

apply the prioritization scheme to the identified set of work items and thereby determine an order for assigning the work items in the set of work items to the given agent;

based on determining the order for assigning the work items, generate a personalized work item queue for the given agent; and

12 . The at least one non-transitory computer-readable medium of claim 11 , wherein the work item assignment workflow further indicates one or more factors based on which work items are to be identified.

13 . The at least one non-transitory computer-readable medium of claim 12 , wherein the one or more factors include one or more of a create date, an agent skill level, a time sensitivity, or a priority level.

14 . The at least one non-transitory computer-readable medium of claim 12 , wherein the respective request transmitted to each respective BPM system includes an indication of the one or more factors based on which work items are to be identified.

15 . The at least one non-transitory computer-readable medium of claim 11 , wherein the prioritization scheme indicates one or more factors according to which identified work items should be prioritized for assignment, and wherein the program instructions that, when executed by the at least one processor, cause the computing platform to apply the prioritization scheme to the set of work items comprise program instructions that, when executed by the at least one processor, cause the computing platform to:

for each work item in the set of work items:

determine a respective factor-specific priority value for each factor; and

based on the respective factor-specific priority values, determine a work item-specific priority value; and

sort the set of work items according to each work item's respective work item-specific priority value.

16 . The at least one non-transitory computer-readable medium of claim 11 , wherein the at least one non-transitory computer-readable medium is also provisioned with program instructions that, when executed by the at least one processor, cause the computing platform to:

before receiving the indication of the work item assignment request:

cause an end-user device associated with a user to display one or more user interface views for defining work item assignment workflows;

receive data defining the work item assignment workflow; and

cause storage of a data record representing the work item assignment workflow.

17 . The at least one non-transitory computer-readable medium of claim 11 , wherein the at least one non-transitory computer-readable medium is also provisioned with program instructions that, when executed by the at least one processor, cause the computing platform to:

after generating the personalized work item queue for the given agent:

receive data defining a modification to the work item assignment workflow;

update a data record representing the work item assignment workflow to reflect the modification; and

update the personalized work item queue for the given agent in real-time in accordance with the modification to the work item assignment workflow.

18 . The at least one non-transitory computer-readable medium of claim 11 , wherein the personalized work item queue comprises a subset of the set of work items.

19 . A method carried out by a computing platform, the method comprising:

receiving, from an end-user device associated with a given agent, a request to access a portal for requesting assignment of work items from a plurality of disparate business process management (BPM) systems, wherein the request comprises portal login credentials for the given agent, and wherein each respective BPM system of the plurality of disparate BPM systems comprises a respective software platform for tracking work items that has (i) a respective system-specific application programming interface (API) for accessing the respective BPM system and (ii) a respective system-specific user interface for facilitating user interaction with the respective BPM system;

validating the portal login credentials for the given agent and thereby authenticating the given agent;

in response to authenticating the given agent, causing the end-user device to display a unified user interface of the portal that enables agents to request assignment of work items from the plurality of disparate BPM systems without individually accessing the respective system-specific user interfaces of the plurality of disparate BPM systems;

receiving, from the end-user device associated with the given agent, an indication of a work item assignment request that was submitted by the given agent via the unified user interface of the portal that enables agents to request assignment of work items from the plurality of disparate BPM systems;

based on the work item assignment request:

obtaining a work item assignment workflow that includes a prioritization scheme for sorting identified work items;

obtaining one or more access tokens for accessing the plurality of BPM systems on behalf of the given agent without requiring the given agent to individually access each of the plurality of disparate BPM systems;

utilizing the one or more access tokens to identify a set of work items that are available for assignment to the given agent, wherein identifying the set of work items comprises, for each respective BPM system of the plurality of disparate BPM systems:

applying the prioritization scheme to the identified set of work items and thereby determining an order for assigning the work items in the set of work items to the given agent;

based on determining the order for assigning the work items, generating a personalized work item queue for the given agent; and

causing a given work item from the personalized work item queue to be assigned to the given agent, wherein the given work item originates from a given BPM system from the plurality of disparate BPM systems, and wherein causing the given work item to be assigned to the given agent comprises:

20 . The method of claim 19 , wherein the work item assignment workflow further indicates one or more factors based on which work items are to be identified.