Account Routing to User Sets via Profile Scoring
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Solution Overview
Problem
Customer relationship management (CRM) systems face inefficiencies in allocating new accounts to sales representatives, as existing systems lack effective methods to route accounts based on similarity, leading to suboptimal allocation of potential clients to representatives familiar with similar clients.
Innovation Solution
The system creates multiple account profiles for sales representatives based on firmographic attributes and calculates account scores to route new accounts to the representative with the highest similarity, using recency-weighting, pseudo-counts, and Bayes Network modeling to adapt to changing data and handle cold-start scenarios.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If new accounts are allocated to sales representatives using traditional methods, then the allocation process is simple, but the allocation efficiency and match quality are poor
Solution Approach 1:
The system performs preliminary actions by creating account profiles for sales representatives in advance, storing firmographic attributes and calculating scores before new accounts need assignment. This pre-processing enables efficient routing decisions when new accounts arrive, improving allocation speed and quality without adding complexity during the actual assignment moment.
Solution Approach 2:
The patent introduces account profiles and account scores as intermediary elements between new accounts and sales representatives. These intermediaries facilitate the matching process by providing structured comparison data, enabling automated routing decisions while maintaining system manageability through standardized profile structures.
2Measurement precision
If the system uses detailed firmographic attributes for routing, then the account matching precision improves, but the data processing complexity increases
Solution Approach 1:
The system segments the complex routing problem into discrete firmographic attributes (industry, company size, location, etc.), each handled independently through standardized profile fields. This segmentation allows precise matching through attribute comparison while managing processing complexity through modular data structures and standardized comparison logic.
Solution Approach 2:
The patent transforms qualitative firmographic attributes into quantifiable parameters within account profiles, enabling mathematical comparison and scoring. By converting attributes like industry and company size into measurable parameters with defined ranges and weights, the system achieves precise similarity measurement while maintaining manageable processing through standardized parameter comparisons.
3Reliability
If the system adapts to changing customer profiles using recency-weighting, then the routing accuracy improves, but the computational requirements increase
Solution Approach 1:
The system applies partial recency-weighting by selectively applying time-decay factors to specific firmographic attributes based on their importance and volatility. Rather than uniformly applying computational complexity to all attributes, the system applies enhanced weighting only where needed, maintaining routing accuracy for dynamic attributes while using simpler processing for stable ones, thus balancing reliability with computational efficiency.
Data Source
AI summary
New account routing to user account sets is described. A system creates multiple accounts profiles corresponding to multiple sets of accounts, based on multiple attributes associated with each account of the multiple sets of accounts. The system calculates multiple account scores for an account based on comparing multiple attributes associated with the account against the corresponding multiple accounts profiles, wherein the account is not in the multiple sets of accounts. The system identifies a highest account score of the multiple account scores. The system routes the account to a user associated with a set of accounts corresponding to the highest account score.