Ambiguous Event Request Routing via Predictive Probability Analysis
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Solution Overview
Problem
Existing systems are inefficient in automatically routing user requests for events to the appropriate party with specialized knowledge, often requiring a two-step process involving general and specialized handlers.
Innovation Solution
A system and method that log user actions and events, calculate probabilities of event requests based on user behavior, and automatically route ambiguous event requests to agents with specialized knowledge by predicting the specific event requested.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a two-step routing process is used (general handler first, then specialized handler), then requests can be handled by available resources, but user inconvenience increases and costs increase
Solution Approach 1:
The system performs preliminary analysis of the ambiguous event request by examining user actions and calculated probabilities before routing, to predict the specific event type in advance. This allows direct routing to the appropriate specialized handler without requiring a preliminary transfer to a general handler first.
Solution Approach 2:
The patent replaces the manual two-step routing process with an automated prediction system that uses machine learning models to analyze user behavior patterns and predict event types. This automated system substitutes the mechanical transfer process between handlers with an intelligent routing decision.
2Ease of operation
If ambiguous events are routed to specialized handlers directly, then user convenience improves, but the complexity of predicting event types increases
Solution Approach 1:
The prediction system is segmented into distinct components: an event prediction module that analyzes user actions and calculates probabilities, and a routing module that uses these predictions to direct requests. This segmentation allows the complex prediction functionality to be isolated and managed separately from the routing logic.
Solution Approach 2:
The patent introduces an event prediction module as an intermediary between the ambiguous event request and the routing decision. This intermediary analyzes user behavior patterns and provides probability-based predictions about the specific event type, enabling informed routing decisions without requiring complex integration between analysis and routing functions.
3Measurement precision
If user actions are logged and analyzed to predict events, then routing accuracy improves, but data processing requirements increase
Solution Approach 1:
The system applies partial analysis by focusing only on the most relevant user actions and recent behavior patterns when predicting event types. Rather than analyzing all possible user data, the system selectively processes actions that have higher predictive value based on calculated probabilities, reducing computational overhead while maintaining accuracy.
Data Source
AI summary
A system and method receives a request for an event that is not fully specified, and predicts sufficient details of the event to instruct a hardware distributor to route the request to an agent that can handle the predicted request.