METHOD AND SYSTEM FOR AI-ENABLED CHARACTERIZATION OF PERFORMANCE AND APPLICATIONS THEREOF

Abstract

The present teaching relates to AI-enabled characterization of agent performance. Transcripts of historic communications between agents and customers are analyzed by AI-enabled models to generate historic agent features to characterize agents'historic performance. When a new communication associated with an intent is initiated, candidate agents are identified according to the intent and their historic agent features. Current dynamics of each candidate agent are determined via AI-enabled models. A matching agent is selected based on the historic agent features and current dynamics of the candidate agents so that the new communication is directed to the matching agent.

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