Asynchronous Communication Routing for Consistent Client-Agent Tracing
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Solution Overview
Problem
Traditional customer service systems are often synchronous and single-threaded, leading to interruptions and inefficiencies, as clients may not retain the same agent across interactions, requiring repeated information sharing and increasing call center costs.
Innovation Solution
The implementation of asynchronous communication routing (ACR) with agent work lists that allow agents to manage multiple conversations and interactions across discontinuous messaging events, ensuring consistent client-agent contact through tracing and workflow management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional synchronous customer service systems are used, then real-time communication is achieved, but client-agent consistency is lost across interactions
Solution Approach 1:
The system performs preliminary actions by capturing and storing client interaction data, device information, and conversation context before the client disconnects. This pre-captured data is then readily available when the client reconnects, eliminating the need for re-establishment of context and ensuring consistent client-agent pairing across sessions.
2Productivity
If agents handle multiple conversations simultaneously, then productivity increases, but conversation management complexity increases
Solution Approach 1:
The system introduces an intermediary workflow management layer that automatically handles conversation routing, agent assignment, and context preservation. This intermediary layer manages the complexity of multiple concurrent conversations, allowing agents to focus on service delivery while the system handles the coordination and tracking of multiple interaction threads.
3Adaptability or versatility
If single-mode communication is used, then system simplicity is maintained, but communication versatility is limited
Solution Approach 1:
The routing system is designed with universal functionality to handle multiple communication modes (voice, chat, email, SMS) through a unified architecture. The same routing logic and context capture mechanisms work across all communication channels, allowing the system to adapt to different client preferences and requirements without requiring separate specialized systems for each mode.
Data Source
AI summary
A system and method for asynchronous conversation routing and tracing that allows a client and agent to connect and reconnect to one another over a discontinuous engagement. The system and method facilitate this by allowing multiple methods of communication between the client and agent, including live communications and out-of-band communications. All communications between a client and agent are tied to a client case accessible by the agent, and the client case can include context and environmental data to further assist the agent or to route a customer service call to an appropriate agent. At any time, the client or agent can send out-of-band messages to one another to advance the customer service process, or the client or agent can seek to re-establish live communication with each other. This provides the client with a consistent point of contact not easily supportable with phone based call centers where support is single-threaded.