Method and system for matching entities in an auction

What is this patent about?

’420 is related to the field of computer-integrated telecommunications and automated resource allocation. Specifically, it addresses the technical challenges of managing real-time communication environments, such as call centers, where incoming requests must be efficiently matched with available human agents or automated resources. The background context involves moving beyond simple first-in-first-out (FIFO) queues or static rule-based routing toward systems that can handle complex, multi-dimensional variables in high-latency environments.

The underlying idea behind ’420 is to integrate high-level intelligent decision-making directly into the low-level switching architecture to perform real-time multivariate optimization. Rather than relying on rigid scripts or external databases that introduce delay, the system treats every potential match as a dynamic economic problem. By modeling the interaction using advanced statistical tools, the invention seeks to maximize the 'economic surplus' of a match while simultaneously accounting for the opportunity cost of making a specific resource unavailable for other potential requests.

The claims of ’420 focus on a method and system for pairing requests with partners by evaluating a plurality of potential matches through a probabilistic predictive evaluator. The independent claims specifically protect the use of automated processors to run complex algorithms—such as Bayesian logic, hierarchical Markov models, or neural networks—that analyze content-specific or requestor-specific characteristics against partner-specific traits. This evaluation results in a control signal that dictates the optimal allocation of resources based on these predictive rankings.

In practice, the invention functions by assigning characteristic vectors to both the incoming request (e.g., caller intent, language, or emotional state) and the available partners (e.g., agent proficiency, cost, or training needs). The system performs a combinatorial analysis to determine the best possible pairing across the entire pool of active requests and available agents. This allows the system to deviate from standard routing if a specific pairing is predicted to yield a higher long-term value, such as using a call as a targeted training opportunity for a trainee while a mentor shadows the session.

This approach differs from prior solutions by shifting the intelligence from external, high-level Customer Relationship Management (CRM) systems down to the telephony server level. Traditional systems often suffer from communication latencies between the switch and the decision-making logic; ’420 eliminates this bottleneck by embedding the optimization within the consolidated platform. Furthermore, unlike static skill-based routing, this invention adaptively updates agent profiles in real-time and considers non-economic factors that change over time, ensuring the system remains efficient even as call volumes and agent capabilities fluctuate.