Advice Router System for Reducing Expert Response Time
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Solution Overview
Problem
Current advice technologies are inefficient, with centralized systems leading to high costs, long response times, and limited personal service due to a shortage of agents, and existing solutions fail to provide immediate and diverse expert advice effectively.
Innovation Solution
A Diverse Advice Sources system that connects consumers directly with a broad range of experts through a server-based Advice Router, allowing for rapid selection and real-time communication, with features like information-rich graphics for expert display, certification, and payment systems that shift the burden from companies to consumers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a centralized advice system with few agents is used, then company control and specialization are maintained, but response time increases and consumer satisfaction decreases
Solution Approach 1:
The patent segments the centralized advice function into multiple independent expert agents distributed across the network. Instead of one centralized queue, consumers are routed to multiple specialized experts who can simultaneously handle different types of questions, thereby reducing response time while maintaining quality through specialized knowledge.
Solution Approach 2:
The patent introduces an automated routing system as an intermediary that matches consumers with appropriate experts based on query analysis. This mediator eliminates the need for consumers to wait in centralized queues by directly connecting them with available specialists, thus reducing response time without sacrificing service quality.
2Loss of time
If more agents are hired to reduce wait times, then consumer service improves, but operational cost and system complexity increase
Solution Approach 1:
The patent implements self-service through automated query analysis and expert matching. The system automatically analyzes consumer queries, identifies appropriate experts based on specialized knowledge areas, and routes connections without human intervention. This eliminates the need for complex manual routing systems and reduces operational overhead.
Solution Approach 2:
The patent changes the parameter of expert availability from fixed schedules to dynamic real-time status. Experts can indicate their availability status, and the system dynamically routes consumers to available experts based on current capacity and expertise matching, optimizing resource utilization without increasing system complexity.
3Reliability
If a limited number of specialized agents are used, then expertise quality is maintained, but the range of advice topics is restricted
Solution Approach 1:
The patent creates a universal advice platform that can handle multiple types of consumer queries across different domains. By implementing a standardized routing system that can match various query types with appropriate experts, the system achieves multi-functionality, allowing a single platform to provide diverse specialized advice without compromising expertise quality in any specific area.
4Quantity of substance
If pay-per-call advertising is used, then expert availability increases, but consumer trust and perceived seriousness decrease
Solution Approach 1:
The patent implements a verification and certification system that creates a trusted copy or endorsement of expert credentials. Experts undergo verification processes where their qualifications are validated and certified, creating a layer of trust that separates the service quality from the payment model. This allows consumers to trust the expertise regardless of the pay-per-call structure.
Data Source
AI summary
Methods and apparatuses to connect consumers to diverse advice sources of experts. In one embodiment, a method includes: providing a list of experts to a mobile device via a wireless media channel for presentation to a consumer; responsive to receiving from the mobile device a selection of one expert from the list of experts, initiating a telephonic connection between the expert and the consumer prior to the consumer submitting a question for advice. In one example, the list includes information to indicate whether one or more of the experts are individually available to telephonically communicate with the consumer at a time when the list is provided to the consumer. In one example, initiating the telephonic connection includes: initiating a first call to the consumer; initiating a second call to the expert; and joining the first and second calls to make the telephonic connection between the expert and the consumer.