Alston & Bird LLP
Performance metric recommendations for handling multi-party electronic communications
Embodiments of the present disclosure provide methods, apparatus, systems, computing devices, and/or computing entities for processing performance metric recommendations for an agent profile. In accordance with one embodiment, a method is provided that includes: generating an agent feature data object for the agent profile from communication data objects representing communications; processing the agent feature data object using an agent group identifier machine learning model to generate an agent group data object; identifying a top agent performer data object based at least in part on the agent group data object; generating an agent assessment data object representing performance of an agent represented by the agent profile; processing the agent assessment data object and the top agent performer data object using a comparison machine learning model to generate inferred performance gap data objects; and generating the performance metric recommendations based at least in part on the inferred performance gap data objects.
Optum, Inc.
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Julie Jun
Zhu Li