Blended Queue Routing for Customer Service Workload Balancing
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Solution Overview
Problem
Customer service centers face inefficiencies due to uneven workload distribution across different communication channels, leading to overworked representatives in some channels and idle representatives in others, as existing systems rely on a first-in-first-out model without smart routing of inquiries.
Innovation Solution
A computer-implemented system that blends incoming customer calls, chat sessions, emails, and Q&A inquiries into a total queue, determines priority based on real-time data and business rules, and routes them to the most appropriate customer service representative or group, allowing surplus manpower to be reassigned dynamically.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a first-in-first-out model is used to route customer inquiries, then the system is simple to operate, but representatives in some channels become overworked while others remain idle
Solution Approach 1:
The patent implements dynamic routing that adjusts inquiry distribution in real-time based on representative availability and channel conditions. The system monitors workload across channels and dynamically reassigns inquiries from overloaded channels to underutilized channels, transforming the static FIFO model into an adaptive system that optimizes productivity while maintaining operational simplicity
Solution Approach 2:
The patent creates a universal queue system that blends multiple communication channels (voice, chat, email, social media) into a single pooled queue. This allows representatives to handle inquiries from any channel rather than being restricted to their assigned channel, enabling flexible workload balancing while maintaining ease of operation through a unified routing interface
2Adaptability or versatility
If separate queues are maintained for different communication channels, then each channel can be managed independently, but surplus manpower cannot be reassigned to handle inflow from other channels
Solution Approach 1:
The patent merges separate channel-specific queues into a single blended queue that aggregates all incoming inquiries from voice, chat, email, and social media channels. This consolidation enables the system to view overall workload across all channels and reassign inquiries dynamically, allowing surplus representatives in one channel to handle inquiries from other channels while maintaining the ability to track and manage each channel's specific metrics
3Ease of operation
If inquiries are routed based on channel assignment, then routing is straightforward, but wait times increase when certain channels become overwhelmed
Solution Approach 1:
The patent introduces an intermediary blending queue that sits between the multiple communication channels and the representatives. This intermediary pool receives all inquiries, determines optimal routing based on real-time conditions, and distributes work to appropriate representatives. This mediator layer maintains straightforward routing logic while dramatically reducing wait times by preventing channel bottlenecks from blocking inquiry flow
Data Source
AI summary
Embodiments of the present disclosure include computer-implemented systems and methods for routing incoming customer requests or inquiries in a customer service center. The system may include at least one processor configured to execute instructions to perform steps. The steps may include receiving a plurality of incoming customer calls and a plurality of incoming customer chat sessions. The steps may include blending the received plurality of customer calls and the received plurality of customer chat sessions into a total queue for presentation to at least one user device. The steps may additionally include determining a respective priority for each of the blended plurality of customer calls and the blended plurality of customer chat sessions and sending, based on the determined priority, to the at least one user device at least one of the blended plurality of customer calls or the blended plurality of customer chat sessions.