Patent ID: 11134155

Abstract:
A method for automated generation of contact center system embeddings according to one embodiment includes determining, by a computing system, contact center system agents, contact center system agent skills, and/or contact center system virtual queue experiences; generating, by the computing system, a matrix representation based on the contact center system agents, the contact center system agent skills, and/or the contact center system virtual queue experiences; generating, by the computing system and based on the matrix representation, contact center system agent identifiers, contact center system agent skills identifiers, and/or contact center system virtual queue identifiers; transforming, by the computing system, the contact center system agent identifiers, the contact center system agent skills identifiers, and/or the contact center system virtual queue identifiers into the contact center system agent embeddings, contact center system agent skills embeddings, and/or contact center system virtual queue embeddings, wherein weights of the contact center system agent embeddings, the contact center system agent skills embeddings, and/or the contact center system virtual queue embeddings are randomly initialized; and training, by the computing system, the contact center system agent embeddings, the contact center system agent skills embeddings, and/or the contact center system virtual queue embeddings by applying machine learning to obtain final weights of the contact center system agent embeddings, the contact center system agent skills embeddings, and/or the contact center system virtual queue embeddings.