Call Path Routing Engine for Misdirected Call Resolution
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Solution Overview
Problem
Conventional call connection systems often result in misdirected calls due to poorly organized and outdated phone number repositories, leading to inefficient use of resources and a poor caller experience, as initial representatives must guess the correct representative's number, causing multiple transfers and inconsistencies in connecting callers to the appropriate representatives.
Innovation Solution
A system and method that utilize a call assistance engine to determine a call path based on caller and representative classifications, allowing callers to be directly connected to the appropriate representative by inputting call path options, which are associated with call path destinations and numbers stored in a centralized database, eliminating the need for callers or representatives to know specific phone numbers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If conventional phone number repositories are used for call connection, then representatives can be contacted, but calls are frequently misdirected due to poor organization and outdated information
Solution Approach 1:
The system performs preliminary classification of both callers and representatives into categories before the actual call connection occurs. Call classification data and representative classification data are stored in advance in a database, allowing the system to determine the appropriate call path beforehand rather than relying on outdated phone number repositories. This preliminary categorization ensures accurate routing without requiring representatives to manually search for correct contact information.
Solution Approach 2:
The invention introduces a call path determination system as an intermediary between the caller and the representative. Instead of directly connecting callers to representatives using static phone number repositories, the system uses classification data and call path logic to mediate the connection process. This intermediary layer dynamically determines the correct call path based on current classifications, eliminating the need for representatives to manually lookup phone numbers and reducing misdirected calls.
2Productivity
If initial representatives manually determine the correct representative number, then calls can be transferred, but multiple transfers occur due to guessing the wrong number
Solution Approach 1:
The system implements feedback mechanisms where call classification data and representative classification data are continuously updated and stored in a database. When a call arrives, the system retrieves current classification information and determines the appropriate call path. This feedback loop ensures that the most current information is used for routing decisions, preventing misdirected calls and reducing the need for multiple transfers. The system learns from and adapts to changing organizational structures through continuous data updates.
Solution Approach 2:
Classification data for both callers and representatives is established and stored in advance before calls occur. This preliminary categorization into meaningful groups allows the system to quickly determine appropriate call paths without requiring representatives to manually search for correct contacts during the call. The pre-established classification framework enables direct routing to the correct representative on the first attempt, eliminating multiple transfers.
3Ease of operation
If high-level business area numbers are used in repositories, then callers can reach the provider, but multiple transfers are needed to reach the specific representative
Solution Approach 1:
The system segments the provider organization into distinct classification categories for both callers and representatives. Instead of using a single hierarchical structure with high-level business area numbers, the system divides the organization into multiple classification dimensions that can be independently evaluated. This segmentation allows the call path determination system to navigate through specific classification combinations to reach the exact representative, eliminating the need for multiple transfers through high-level gateways while maintaining simple caller access.
Data Source
AI summary
Disclosed are systems and methods to connect a call. The systems and methods provide techniques to receive a call from a caller and determine a calf path for the call. The call path is used to connect the caller to a call path destination. The call path destination may vary depending on factors in addition to the call path, such as, for example, a classification of the caller and a classification of the representative to whom the caller is to be connected.