Agent Application Dynamic Call Routing Platform

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Solution Overview

Problem

Conventional call center systems lack efficient and dynamic customer call routing, leading to suboptimal agent allocation and increased customer wait times, as they do not utilize customized or portable computing approaches to manage customer service calls effectively.

Innovation Solution

The proposed solution involves an agent application that integrates a desktop interface with a customer communication system, enabling agents to efficiently handle calls using a 'softphone' application and toolbar, with features like dynamic call prioritization, skill-based routing, and real-time customer profile access, allowing for quick identification and handling of customer needs based on urgency and skill requirements.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If conventional call routing methods are used, then system simplicity is maintained, but call routing efficiency and customer satisfaction deteriorate due to suboptimal agent allocation and increased wait times

Engineering Contradiction:

Improvecall routing efficiencyVSAvoidcustomer wait time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system performs preliminary actions by pre-fetching and caching customer profile data before calls are routed to agents. The agent profile cache stores skill sets, availability status, and performance metrics in advance, enabling immediate routing decisions without real-time database queries during call handling

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent replaces conventional mechanical call routing systems with software-based intelligent routing. The call routing server uses software algorithms to analyze agent profiles, customer preferences, and call characteristics, then dynamically routes calls through digital channels including softphone applications and web interfaces instead of traditional phone-switching hardware

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Productivity

If dynamic call prioritization and skill-based routing are implemented, then call processing optimization improves, but system complexity increases

Engineering Contradiction:

Improvecall processing efficiencyVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system segments call processing into distinct functional modules: a call routing server handling intelligent routing logic, agent devices with softphone applications for call management, profile cache modules for data storage, and web interface components. Each segment operates independently with defined interfaces, allowing complex routing functionality to be built from manageable, reusable components

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The patent introduces a call routing server as an intermediary between incoming calls and agent devices. This mediator analyzes call characteristics, queries agent profiles from cached data, applies routing algorithms considering skill matches and availability, then directs calls to appropriate agents. The intermediary absorbs routing complexity, shielding agent devices from complex decision-making logic

Inventive Principle:

Principle #24Intermediary (Mediator)

3Adaptability or versatility

If integrated call processing platform with softphone application is used, then agent versatility and customer service capability improve, but ease of operation deteriorates due to multiple interface components

Engineering Contradiction:

Improveagent service capabilityVSAvoidinterface usability

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The agent softphone application implements universality by consolidating multiple communication functions into a single interface. The application handles voice calls, video calls, instant messaging, and email within one unified client, allowing agents to access all customer service functions from a single device without switching between separate applications or systems

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The patent merges traditional phone functionality with computer-based communication tools into an integrated softphone application. The softphone combines telephony features (call answering, transfer, conferencing) with desktop application capabilities (customer profile display, knowledge base access, CRM integration), creating a unified interface that consolidates previously separate tools into one application

Inventive Principle:

Principle #5Merging (Combining)

Data Source

PatentUS10630841B1Agent application and integrated call processing platform

Publication Date: 2020.04.21 HEALTH ADVOCATE SOLUTIONS INC

AI summary

Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include populating a portion of a first agent user interface of a first agent device with a first customer profile, identifying a second agent device currently assigned a second customer call with second customer call information related to the first customer call information, comparing the first customer call information to the second customer call information, determining the second customer call information exceeds a relevancy threshold when compared to first customer call information, populating a portion of a second agent user interface of the second agent device with the portion of the first agent user interface, and updating the first agent user interface by removing the first customer call information and providing another customer call to the first user agent device.