Automated Call Escalation System for Service Resource Optimization
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Solution Overview
Problem
Business organizations face challenges in efficiently providing the appropriate level of service to clients through their representatives, with lower-level representatives handling routine matters and escalating calls to higher-level representatives when necessary, while ensuring transparency and resource efficiency.
Innovation Solution
A system and method where a lower-level agent uses a computing system to assess client calls and initiate contact with a higher-level agent when a matter requires escalation, employing a script with trigger points to guide the decision and facilitate transparent escalation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a lower-level representative handles all initial client calls, then resource efficiency is improved and higher-level representatives are freed for complex matters, but the client may receive inadequate service for complicated matters that require higher-level expertise
Solution Approach 1:
The patent implements an automated call assessment system that acts as an intermediary between the lower-level representative and higher-level representative. The system automatically evaluates call characteristics, client sentiment, and matter complexity to determine when escalation is needed, eliminating the need for manual judgment while ensuring appropriate service levels are maintained
Solution Approach 2:
The system performs preliminary assessment of the call before it reaches a higher-level representative. By pre-evaluating call characteristics and automatically identifying escalation opportunities, the system prepares the call for appropriate routing, ensuring that higher-level representatives receive only those calls that truly require their expertise
2Reliability
If a higher-level representative handles all client calls, then service quality is improved for complex matters, but resource efficiency deteriorates as lower-level representatives are underutilized
Solution Approach 1:
The patent segments the call handling process into distinct evaluation dimensions including matter complexity, client sentiment, and representative expertise. Each dimension is assessed independently and aggregated to determine the appropriate service level, allowing for precise matching of call requirements with representative capabilities
Solution Approach 2:
The system dynamically changes the service level parameter based on real-time call assessment. By monitoring multiple parameters such as call duration, sentiment score, and matter type, the system adjusts the routing decision to optimize both service quality and resource utilization
3Adaptability or versatility
If manual assessment by lower-level representatives is used to determine escalation, then flexibility is improved, but time consumption increases and consistency deteriorates
Solution Approach 1:
The patent replaces the mechanical manual assessment process with an automated electronic evaluation system. The system uses algorithms to assess call characteristics and determine escalation needs, providing consistent and rapid decisions without the time consumption and variability inherent in manual human judgment
4Ease of operation
If escalation criteria are made transparent to clients, then client trust is improved, but system complexity increases
Solution Approach 1:
The patent extracts the essential escalation criteria from the complex internal evaluation system and presents them to clients in simplified form. The system separates the detailed multi-parameter assessment performed internally from the simple, understandable criteria communicated to clients, maintaining transparency without exposing the full system complexity
Data Source
AI summary
To respond to a call from a client to an organization, the call is directed to a lower-level agent associated with the organization for answering thereby. The lower-level agent employs a computing system of the organization, where the computing system includes an actuation device for initiating contact with a higher-level agent of the organization if it is determined that the calling client is calling regarding a matter worthy of escalation from the lower-level agent to the higher-level agent. A selection from the lower-level agent is received during the call of the actuation device to escalate the call from the lower-level agent to the higher-level agent, and in response to the received selection of the actuation device the call is escalated from the lower-level agent to the higher level agent.