Adaptive Attribute Tree Modification in Graph Contact Centers

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Complex and distributed contact centers face challenges in managing attributes effectively, requiring manual monitoring by administrators to determine attribute usage and staffing needs, which can lead to inefficiencies and miscalculations in routing work items.

Innovation Solution

A graph-based contact center system that automatically modifies its attribute tree based on usage analysis, allowing for the creation, merging, or removal of attributes, enabling adaptive routing and reducing errors by automatically adjusting to operational changes and staffing needs.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If manual monitoring of attributes by administrators is implemented, then attribute management can be performed, but the complexity of operation increases and efficiency decreases

Engineering Contradiction:

Improveattribute managementVSAvoidwork assignment efficiency

Core Design Contradiction:

Ease of operationVSProductivity

Solution Approach 1:

The system enables self-service through automatic attribute analysis and modification. The work assignment engine autonomously monitors attribute usage statistics, identifies underused or overused attributes, and performs modifications without requiring continuous manual administrator intervention. This self-service mechanism resolves the contradiction by making the system easier to operate while maintaining high productivity.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system implements feedback loops where usage statistics of attributes are continuously collected and analyzed. The work assignment engine uses this feedback to automatically determine which attributes need modification and executes changes accordingly. This feedback-driven approach eliminates manual monitoring while improving work assignment efficiency through data-driven decisions.

Inventive Principle:

Principle #23Feedback

2Measurement precision

If the attribute tree is manually monitored and adjusted, then attribute accuracy can be maintained, but the time consumption and administrative burden increase

Engineering Contradiction:

Improveattribute usage accuracyVSAvoidadministration time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system performs preliminary actions by proactively analyzing attribute usage statistics and identifying attributes that require modification before they cause routing errors. The work assignment engine continuously monitors usage patterns and prepares modification recommendations in advance, eliminating the need for reactive manual adjustments and reducing administrative time.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent replaces the mechanical manual monitoring and adjustment process with an automated computational system. The work assignment engine uses algorithms to analyze usage statistics and automatically modify attributes, substituting human administrative actions with automated mechanical processes that are faster and more precise.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Stability of the object's composition

If the contact center uses a fixed attribute structure, then system stability is maintained, but adaptability to operational changes decreases

Engineering Contradiction:

Improveattribute tree structureVSAvoidoperational adaptability

Core Design Contradiction:

Stability of the object's compositionVSAdaptability or versatility

Solution Approach 1:

The system introduces dynamics to the previously static attribute tree structure. The work assignment engine automatically modifies attributes based on real-time usage statistics, allowing the structure to adapt dynamically to changing operational conditions. This dynamic approach maintains stability through systematic changes while improving adaptability to operational needs.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system changes parameters of the attribute tree structure based on usage analysis. When attributes are determined to be underused or overused, the work assignment engine modifies their parameters (such as routing thresholds or category assignments) to optimize performance. This parameter-driven adaptation maintains structural integrity while enabling flexibility.

Inventive Principle:

Principle #35Parameter changes

4Reliability

If administrators manually manage all attribute changes, then control over the system is maintained, but the system complexity and operational difficulty increase

Engineering Contradiction:

Improverouting accuracyVSAvoidsystem management complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The system extracts the complex task of attribute management from administrators and transfers it to the automated work assignment engine. The engine independently analyzes usage statistics and executes modifications, removing the burden of complex system management from human operators while maintaining routing accuracy through algorithmic control.

Inventive Principle:

Principle #2Taking out (Extraction)

Data Source

PatentUS10410147B2Mechanism for adaptive modification of an attribute tree in graph based contact centers

Publication Date: 2019.09.10 AVAYA INC

AI summary

A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.