Bi-directional Feedback System for Support Agent Assignment
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Solution Overview
Problem
Current customer support systems provide an incomplete view of the customer interaction cycle, lacking feedback from support agents across different departments and offering only one-way feedback from customers, which hampers accurate assignment of support agents to priority customers.
Innovation Solution
A computing system that establishes support sessions between customer and support agent devices, collects bi-directional feedback to rank both agents and customers, and assigns support agents based on these rankings, allowing for automated allocation of skilled agents to priority customers across multiple departments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional one-way customer feedback collection is used, then system simplicity is maintained, but assignment accuracy deteriorates due to incomplete view of customer interaction cycle
Solution Approach 1:
The patent implements bi-directional feedback by collecting feedback data from both customers about support agents and support agents about customers. This dual feedback mechanism provides a complete view of the customer interaction cycle, enabling accurate ranking and assignment of support agents to customers based on mutual compatibility and performance metrics.
Solution Approach 2:
The patent adds a new dimension to the feedback system by incorporating support agent evaluations of customers alongside traditional customer evaluations of agents. This creates a two-dimensional feedback matrix that enables more precise matching and assignment decisions through comparative ranking across both dimensions.
2Productivity
If support agents from different departments are not integrated, then departmental organization is maintained, but resource allocation efficiency deteriorates due to inability to assign priority customers to appropriate skilled agents
Solution Approach 1:
The patent creates a universal assignment queue system that integrates support agents from multiple departments into a single pooled resource. The server can draw from this unified queue to assign any customer request to any qualified agent regardless of department, enabling flexible resource allocation and ensuring priority customers receive appropriate skilled agents across the entire support organization.
Solution Approach 2:
The patent implements dynamic queue management where the server can add agents to the assignment queue, remove them when assigned, and add them back when their current assignment is complete. This dynamic reconfiguration allows the system to adaptively allocate resources in real-time based on changing customer priorities and agent availability across departments.
Data Source
AI summary
A computing system may include a plurality of first client devices associated with customers, a plurality of second client devices associated with support agents, and server configured to communicate with the first and second client devices. The server may establish support sessions between the first client devices and the second client devices via a communications network based upon customer support requests from the first client devices, collect customer feedback data on the support agents from the first client devices responsive to the support sessions, collect support agent feedback data on the customers from the second client devices responsive to the support sessions, rank the support agents based upon the customer feedback, rank the customers based upon the support agent feedback, and assign the support agents to customers as customer requests are received based upon the rankings of available support agents and the rankings of the customers making the customer requests.