Invention Grant
- Patent Title: Dynamic load-balance of multi-channel requests
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Application No.: US16795944Application Date: 2020-02-20
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Publication No.: US11669375B2Publication Date: 2023-06-06
- Inventor: Karthikeyan Marudhachalam , Rohit Agarwal , Hariharan Ganapathiraman , Abinaya K. Sarathi
- Applicant: Freshworks Inc.
- Applicant Address: US CA San Mateo
- Assignee: Freshworks Inc.
- Current Assignee: Freshworks Inc.
- Current Assignee Address: US CA San Mateo
- Agency: LeonardPatel PC
- Agent Sheetal S. Patel; Michael A. Leonard, II
- Main IPC: G06F9/50
- IPC: G06F9/50 ; H04L41/0896 ; H04L41/16 ; H04L41/046
Abstract:
A multi-tenant load balancing system that includes artificial intelligence based algorithm to dynamically route requests from one or more channels to an agent best suited to process the request. The AI based algorithm routes the request based on company's business goals, agent attributes, and channel attributes. The AI based algorithm also predicts agent availability.
Public/Granted literature
- US20200233725A1 DYNAMIC LOAD-BALANCE OF MULTI-CHANNEL REQUESTS Public/Granted day:2020-07-23
Information query
