Automated Message Generation for Subject Matter Expert Routing
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Solution Overview
Problem
Individuals often have interests in specific topics when subject matter experts are unavailable, such as during non-working hours or when experts are not accessible.
Innovation Solution
A computing device automatically generates and distributes messages to subject matter experts' devices upon receiving a call, providing information about the topic of interest, allowing experts to engage with the individual concurrently or subsequently.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If subject matter experts are contacted directly for information, then accurate and specialized information can be obtained, but the individual must wait until the expert is available
Solution Approach 1:
The system performs preliminary actions by automatically generating and sending messages to subject matter experts immediately when a call is received, even before the expert is available. This includes extracting caller information, identifying the topic, formulating appropriate messages, and delivering them to experts' devices in advance, so that experts can prepare and respond when they become available.
2Speed
If subject matter experts are made continuously available, then immediate information access is provided, but resource utilization becomes inefficient
Solution Approach 1:
The system introduces an automated message generation and distribution system as an intermediary between the caller and the subject matter expert. This intermediary captures caller information, identifies topics, and automatically composes and sends messages to experts, eliminating the need for experts to be continuously available while maintaining efficient information flow.
3Ease of operation
If manual message composition and distribution to experts is performed, then messages can be tailored to specific callers, but the process is time-consuming and labor-intensive
Solution Approach 1:
The system enables self-service by automatically extracting caller information from call data, identifying the topic of interest, formulating appropriate messages, and distributing them to relevant subject matter experts without requiring manual intervention. This automated process maintains message customization while eliminating time-consuming manual composition and distribution tasks.
Data Source
AI summary
Automated message generation to a subject matter expert in response to a phone call is provided. A computing device receives a message identifying a telephone call that terminates at the computing device based on a destination number. Caller identification information, comprising at least a calling device number, is determined based on the message. An item identifier (ID) associated with the telephone call is determined. Information about an item that corresponds to the item ID is accessed. The information is sent to the calling device number. A message that includes the calling device number and item information that identifies the item is sent to a contact device.