Contact Center Call Complexity Determination System
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Solution Overview
Problem
Contact centers face inefficiencies due to improper routing of calls between customer service representatives and self-service systems, leading to negative customer interactions and inappropriate resource allocation, as existing systems struggle to determine the complexity of calls effectively.
Innovation Solution
A method and system that establish call rules based on thresholds such as call duration, non-interaction time, distress events, and third-party dialog, analyzing recorded communications to determine complexity and suitability for self-service systems, using a computer program to categorize calls and generate data on their complexity and eligibility for self-service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If calls are routed to self-service systems, then resource allocation efficiency is improved, but call complexity assessment accuracy deteriorates leading to inappropriate routing
Solution Approach 1:
The patent segments call complexity assessment into multiple distinct attributes: call duration, non-interaction time, distress events, third-party dialog, and call transfers. Each attribute is measured and evaluated separately against established thresholds, allowing for a nuanced understanding of call complexity rather than relying on a single imprecise metric.
Solution Approach 2:
The system changes the parameters used to assess call complexity by introducing multiple quantitative metrics (duration, silence periods, distress indicators, transfer counts) instead of using simple qualitative judgments. This enables more precise measurement of call complexity to determine appropriate routing decisions.
2Measurement precision
If multiple call attributes are analyzed, then call complexity determination accuracy is improved, but system complexity increases
Solution Approach 1:
The system divides the complex task of call complexity assessment into separate, manageable attribute analyses. Each attribute (duration, non-interaction, distress events, etc.) is processed independently through its own evaluation logic and threshold comparisons, making the overall system more manageable despite analyzing multiple dimensions.
Solution Approach 2:
The system uses automated self-service mechanisms to evaluate each call attribute against predefined thresholds without requiring manual human assessment. The computer program automatically measures, compares, and determines complexity, reducing operational complexity while maintaining high measurement precision.
3Measurement precision
If call rules with multiple thresholds are established, then routing accuracy is improved, but processing time increases
Solution Approach 1:
The system performs preliminary action by establishing call rules and thresholds in advance before actual call routing decisions are needed. The multiple thresholds for different attributes are pre-configured and stored, allowing for rapid comparison against measured call attributes during live operations without requiring complex real-time calculations.
Solution Approach 2:
The system transforms the routing decision process by changing from qualitative, time-consuming human judgment to quantitative parameter comparisons against pre-set thresholds. This enables rapid automated processing while maintaining high routing accuracy through multiple measured attributes.
Data Source
AI summary
A method of determining the complexity of a telephonic communication received by a contact center is provided. The method comprises the step of establishing a call rule based on one or more of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold. A recorded telephonic communication is received and call attributes associated with the telephonic communication are determined. The call attributes include one or more of the following: call duration data, non-interaction data, distress event data, third party dialog data and call transfer data. The established call rule is compared to the call attributes of the telephonic communication, and data indicative of the complexity of the telephonic communication is generated.