Granted Patent B2

US 12,307,292 · App. 17/167,429 · Granted May 20, 2025

Inventor: Ain Chishty (Rockville, MD)

Assignee: Afiniti AI Limited

G06F9/4887G06F9/541

Abstract

Claims (110)

1. A method for pairing in a task assignment system with an external pairing system, the method comprising:

transmitting, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, to the external pairing system over an application programming interface, first information that identifies one or more tasks waiting for assignment in a switch of the task assignment system and one or more agents available for assignment in the switch of the task assignment system, wherein the external pairing system is configured to execute at least one pairing strategy based at least in part on at least one artificial intelligence model that increases overall performance of the task assignment system relative to an internal pairing system of the task assignment system, wherein the application programming interface at least partially isolates the external pairing system from other portions of the task assignment system and controls information exchanged between the external pairing system and the other portions of the task assignment system;

transmitting, by the at least one computer processor, to the external pairing system over the application programming interface, a pairing request;

determining, by the at least one computer processor, an initial timeout window to wait for the external pairing system to respond to the pairing request;

receiving, by the at least one computer processor, from the external pairing system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;

extending, by the at least one computer processor, the initial timeout window in response to the receiving the extension request;

receiving, by the at least one computer processor, from the external pairing system, at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents, wherein the selected pairing is a result of executing the at least one pairing strategy; and

causing, by the at least one computer processor, the one or more tasks to be routed to the one or more agents in the switch of the task assignment system based at least in part upon the selected pairing;

wherein the external pairing system has access to less information associated with the switch of the task assignment system and less control over operations of the switch relative to the internal pairing system of the task assignment system.

2. The method of claim 1 , wherein the task assignment system is a contact center system.

3. The method of claim 1 , wherein the selected pairing is selected according to a behavioral pairing strategy.

4. The method of claim 1 , wherein the initial timeout window is extended by a predetermined duration of time.

5. The method of claim 1 , wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold.

6. The method of claim 1 , wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment.

7. The method of claim 1 , wherein the initial timeout window is extended based on information included in the extension request.

8. The method of claim 1 , further comprising transmitting, by the at least one computer processor, to the external pairing system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information.

9. The method of claim 1 , further comprising routing a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing.

10. A system for pairing in a task assignment system with an external pairing system comprising:

at least one computer processor communicatively coupled to and configured to operate in the task assignment system, wherein the at least one computer processor is further configured to:

transmit, to the external pairing system over an application programming interface, first information that identifies one or more tasks waiting for assignment in a switch of the task assignment system and one or more agents available for assignment in the switch of the task assignment system, wherein the external pairing system is configured to execute at least one pairing strategy based at least in part on at least one artificial intelligence model that increases overall performance of the task assignment system relative to an internal pairing system of the task assignment system, wherein the application programming interface at least partially isolates the external pairing system from other portions of the task assignment system and controls information exchanged between the external pairing system and the other portions of the task assignment system;

transmit, to the external pairing system over the application programming interface, a pairing request;

determine an initial timeout window to wait for the external pairing system to respond to the pairing request;

receive, from the external pairing system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;

extend the initial timeout window in response to the receiving the extension request;

receive, from the external pairing system, at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents, wherein the selected pairing is a result of executing the at least one pairing strategy; and

cause the one or more tasks to be routed to the one or more agents in the switch of the task assignment system based at least in part upon the selected pairing;

wherein the external pairing system has access to less information associated with the switch of the task assignment system and less control over operations of the switch relative to the internal pairing system of the task assignment system.

11. The system of claim 10 , wherein the task assignment system is a contact center system.

12. The system of claim 10 , wherein the selected pairing is selected according to a behavioral pairing strategy.

13. The system of claim 10 , wherein the initial timeout window is extended by a predetermined duration of time.

14. The system of claim 10 , wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold.

15. The system of claim 10 , wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment.

16. The system of claim 10 , wherein the initial timeout window is extended based on information included in the extension request.

17. The system of claim 10 , wherein the at least one computer processor is further configured to transmit, to the external pairing system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information.

18. The system of claim 10 , wherein the at least one computer processor is further configured to route a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing.

19. An article of manufacture for pairing in a task assignment system with an external pairing system comprising:

a non-transitory processor readable medium; and

instructions stored on the medium;

wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the task assignment system and thereby cause the at least one computer processor to operate so as to:

transmit, to the external pairing system over an application programming interface, first information that identifies one or more tasks waiting for assignment in a switch of the task assignment system and one or more agents available for assignment in the switch of the task assignment system, wherein the external pairing system is configured to execute at least one pairing strategy based at least in part on at least one artificial intelligence model that increases overall performance of the task assignment system relative to an internal pairing system of the task assignment system, wherein the application programming interface at least partially isolates the external pairing system from other portions of the task assignment system and controls information exchanged between the external pairing system and the other portions of the task assignment system;

transmit, to the external pairing system over the application programming interface, a pairing request;

determine an initial timeout window to wait for the external pairing system to respond to the pairing request;

receive, from the external pairing system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;

extend the initial timeout window in response to the receiving the extension request;

receive, from the external pairing system, at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents, wherein the selected pairing is a result of executing the at least one pairing strategy; and

cause the one or more tasks to be routed to the one or more agents in the switch of the task assignment system based at least in part upon the selected pairing;

wherein the external pairing system has access to less information associated with the switch of the task assignment system and less control over operations of the switch relative to the internal pairing system of the task assignment system.

20. The article of manufacture of claim 19 , wherein the task assignment system is a contact center system.

21. The article of manufacture of claim 19 , wherein the selected pairing is selected according to a behavioral pairing strategy.

22. The article of manufacture of claim 19 , wherein the initial timeout window is extended by a predetermined duration of time.

23. The article of manufacture of claim 19 , wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold.

24. The article of manufacture of claim 19 , wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment.

25. The article of manufacture of claim 19 , wherein the initial timeout window is extended based on information included in the extension request.

26. The article of manufacture of claim 19 , wherein the instructions are further configured to cause the at least one computer processor to operate so as to transmit, to the external pairing system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information.

27. The article of manufacture of claim 19 , wherein the instructions are further configured to cause the at least one computer processor to operate so as to route a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing.

28. A method for pairing in an external pairing system communicatively coupled to a task assignment system, the method comprising:

receiving, by at least one computer processor communicatively coupled to and configured to operate in the external pairing system, from the task assignment system over an application programming interface, information that identifies one or more tasks waiting for assignment in a switch of the task assignment system and one or more agents available for assignment in the switch of the task assignment system, wherein the external pairing system is configured to execute at least one pairing strategy based at least in part on at least one artificial intelligence model that increases overall performance of the task assignment system relative to an internal pairing system of the task assignment system, wherein the application programming interface at least partially isolates the external pairing system from other portions of the task assignment system and controls information exchanged between the external pairing system and the other portions of the task assignment system;

receiving, by the at least one computer processor, from the task assignment system, a pairing request that is associated with an initial timeout window;

determining, by the at least one computer processor, to postpone selecting a pairing between the one or more tasks and the one or more agents;

transmitting, by the at least one computer processor, to the task assignment system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;

selecting, by the at least one computer processor, the pairing between the one or more tasks and the one or more agents by executing the at least one pairing strategy;

transmitting, by the at least one computer processor, to the task assignment system, at a second time within the extended timeout window, a pairing response that identifies the selected pairing; and

causing, by the at least one computer processor, the one or more tasks to be routed to the one or more agents in the switch of the task assignment system based at least in part upon the selected pairing;

wherein the external pairing system has access to less information associated with the switch of the task assignment system and less control over operations of the switch relative to the internal pairing system of the task assignment system.

29. The method of claim 28 , wherein the task assignment system is a contact center system.

30. The method of claim 28 , wherein the selected pairing is selected according to a behavioral pairing strategy.

31. The method of claim 28 , wherein the initial timeout window is extended by a predetermined duration of time.

32. The method of claim 28 , wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold.

33. The method of claim 28 , wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment.

34. The method of claim 28 , wherein the initial timeout window is extended based on information included in the extension request.

35. The method of claim 28 , further comprising receiving, by the at least one computer processor, from the task assignment system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information.

36. The method of claim 28 , further comprising routing a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing.

37. A system for pairing in an external pairing system communicatively coupled to a task assignment system comprising:

at least one computer processor communicatively coupled to and configured to operate in the external pairing system, wherein the at least one computer processor is further configured to:

receive, from the task assignment system over an application programming interface, information that identifies one or more tasks waiting for assignment in a switch of the task assignment system and one or more agents available for assignment in the switch of the task assignment system, wherein the external pairing system is configured to execute at least one pairing strategy based at least in part on at least one artificial intelligence model that increases overall performance of the task assignment system relative to an internal pairing system of the task assignment system, wherein the application programming interface at least partially isolates the external pairing system from other portions of the task assignment system and controls information exchanged between the external pairing system and the other portions of the task assignment system;

receive, from the task assignment system, a pairing request that is associated with an initial timeout window;

determine to postpone selecting a pairing between the one or more tasks and the one or more agents;

transmit, to the task assignment system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;

select the pairing between the one or more tasks and the one or more agents by executing the at least one pairing strategy;

transmit, to the task assignment system, at a second time within the extended timeout window, a pairing response that identifies the selected pairing; and

cause the one or more tasks to be routed to the one or more agents in the switch of the task assignment system based at least in part upon the selected pairing;

wherein the external pairing system has access to less information associated with the switch of the task assignment system and less control over operations of the switch relative to the internal pairing system of the task assignment system.

38. The system of claim 37 , wherein the task assignment system is a contact center system.

39. The system of claim 37 , wherein the selected pairing is selected according to a behavioral pairing strategy.

40. The system of claim 37 , wherein the initial timeout window is extended by a predetermined duration of time.

41. The system of claim 37 , wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold.

42. The system of claim 37 , wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment.

43. The system of claim 37 , wherein the initial timeout window is extended based on information included in the extension request.

44. The system of claim 37 , wherein the at least one computer processor is further configured to receive, from the task assignment system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information.

45. The system of claim 37 , wherein the at least one computer processor is further configured to route a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing.

46. An article of manufacture for pairing in an external pairing system communicatively coupled to a task assignment system comprising:

a non-transitory processor readable medium; and

instructions stored on the medium;

wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the external pairing system and thereby cause the at least one computer processor to operate so as to:

receive, from the task assignment system over an application programming interface, information that identifies one or more tasks waiting for assignment in a switch of the task assignment system and one or more agents available for assignment in the switch of the task assignment system, wherein the external pairing system is configured to execute at least one pairing strategy based at least in part on at least one artificial intelligence model that increases overall performance of the task assignment system relative to an internal pairing system of the task assignment system, wherein the application programming interface at least partially isolates the external pairing system from other portions of the task assignment system and controls information exchanged between the external pairing system and the other portions of the task assignment system;

receive, from the task assignment system, a pairing request that is associated with an initial timeout window;

determine to postpone selecting a pairing between the one or more tasks and the one or more agents;

transmit, to the task assignment system, at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window;

select the pairing between the one or more tasks and the one or more agents by executing the at least one pairing strategy;

transmit, to the task assignment system, at a second time within the extended timeout window, a pairing response that identifies the selected pairing; and

cause the one or more tasks to be routed to the one or more agents in the switch of the task assignment system based at least in part upon the selected pairing;

wherein the external pairing system has access to less information associated with the switch of the task assignment system and less control over operations of the switch relative to the internal pairing system of the task assignment system.

47. The article of manufacture of claim 46 , wherein the task assignment system is a contact center system.

48. The article of manufacture of claim 46 , wherein the selected pairing is selected according to a behavioral pairing strategy.

49. The article of manufacture of claim 46 , wherein the initial timeout window is extended by a predetermined duration of time.

50. The article of manufacture of claim 46 , wherein the initial timeout window is extended until a number of pairing choices exceeds a predetermined threshold.

51. The article of manufacture of claim 46 , wherein the initial timeout window is extended until the task assignment system transitions to an L3 environment.

52. The article of manufacture of claim 46 , wherein the initial timeout window is extended based on information included in the extension request.

53. The article of manufacture of claim 46 , wherein the instructions are further configured to cause the at least one computer processor to operate so as to receive, from the task assignment system, during the extended timeout window, updated information identifying the one or more tasks and the one or more agents, the updated information identifying a greater number of tasks, a greater number of agents, or a greater number of tasks and a greater number of agents than the first information.

54. The article of manufacture of claim 46 , wherein the instructions are further configured to cause the at least one computer processor to operate so as to route a task among the one or more tasks to an agent among the one or more agents in accordance with the selected pairing.

Assignments (6)

Continuity (2)

References Cited (397)