Automatic Call Distribution Routing via Multi-Evaluator Attribute Scoring
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Solution Overview
Problem
Current automatic call distribution systems are not well-suited for routing calls based on multiple attributes or prioritization, and they lack the ability to create dependencies between attributes, leading to suboptimal agent selection and customer service quality.
Innovation Solution
A method that assesses and compares user-definable and expandable attributes associated with calls, using three evaluators (customer, business, and environmental) to assign values and prioritize attributes, ensuring calls are routed to the most qualified agents, considering business KPIs and customer preferences.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If current ACD routing methods are used, then calls are distributed to agents, but calls cannot be routed based on multiple attributes or prioritization criteria
Solution Approach 1:
The patent segments the routing decision process into multiple independent evaluators, each responsible for assessing specific attributes (customer attributes, business attributes, environmental attributes). This segmentation allows the system to handle multiple attributes without increasing overall system complexity, as each evaluator operates independently and contributes to the final routing decision through a scoring mechanism.
Solution Approach 2:
The patent creates a universal routing framework that can evaluate any combination of attributes through a common scoring and comparison mechanism. The system uses a standardized evaluator interface and scoring system that can accommodate different attribute types and prioritization schemes, making the routing capability adaptable to various scenarios without requiring separate systems for each attribute combination.
2Measurement precision
If more attributes are evaluated for call routing, then agent selection quality improves, but system complexity increases
Solution Approach 1:
The patent divides the attribute evaluation process into separate evaluators for customer attributes, business attributes, and environmental attributes. Each evaluator focuses on a specific set of attributes and produces an independent score. This segmentation allows the system to accurately evaluate multiple attributes while maintaining manageable complexity through modular evaluation components.
Solution Approach 2:
The patent changes the parameter representation by converting multiple qualitative attributes into a unified quantitative scoring system. Each attribute is evaluated and converted into a numerical score that can be aggregated and compared across different evaluators. This parameter transformation enables precise agent matching through mathematical comparison while simplifying the complexity of handling diverse attribute types.
3Adaptability or versatility
If user-definable and expandable attribute lists are implemented, then routing flexibility improves, but system complexity increases
Solution Approach 1:
The patent implements a universal evaluator framework that can handle any user-defined attributes through a standardized interface. The system uses a common evaluation structure that accepts different attribute types, prioritization schemes, and dependency configurations without requiring separate processing logic for each attribute combination. This universality provides routing flexibility while controlling system complexity through a single, adaptable evaluation mechanism.
Solution Approach 2:
The patent creates a dynamic attribute evaluation system where evaluators can be configured with different attributes, prioritization levels, and dependencies based on specific routing needs. The system allows runtime configuration of attribute importance and can dynamically adjust evaluation criteria without requiring system redesign. This dynamic configurability provides flexibility while managing complexity through parameter-based configuration rather than structural changes.
4Productivity
If attribute prioritization and dependencies are implemented, then call routing quality improves, but processing complexity increases
Solution Approach 1:
The patent transforms attribute prioritization and dependency relationships into quantitative score adjustments. High-priority attributes contribute more to the final score, and dependencies are handled through score modifications based on attribute value combinations. This parameter-based approach to prioritization and dependencies improves routing efficiency through accurate agent matching while controlling processing complexity through mathematical operations rather than complex control logic.
Solution Approach 2:
The patent implements a feedback mechanism where attribute evaluations and their prioritization/dependency relationships continuously inform the routing decision. The scoring system incorporates feedback from multiple evaluators and adjusts the final route selection based on the weighted combination of attribute scores. This feedback loop improves routing quality by considering multiple factors simultaneously while managing complexity through an iterative scoring process rather than complex decision trees.
Data Source
AI summary
In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.