Call Routing System Using Acoustic Satisfaction Analysis

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Solution Overview

Problem

Conventional call routing systems randomly route calls to customer service representatives, leading to unpredictable customer experiences and ineffective customer satisfaction surveys that often provide skewed data.

Innovation Solution

A call routing system that analyzes prior phone call conversations to determine customer satisfaction scores based on metrics such as hold time, call count, transfers, and sentiment analysis, allowing for more accurate prediction of future call experiences and routing to suitable representatives.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If conventional call routing systems randomly route calls to customer service representatives, then calls can be distributed to available representatives, but customer satisfaction cannot be accurately measured and routing effectiveness is poor

Engineering Contradiction:

Improvecustomer satisfaction measurementVSAvoidrouting system complexity

Core Design Contradiction:

Measurement precisionVSDevice complexity

Solution Approach 1:

The patent replaces manual customer satisfaction surveys with automated acoustic analysis. Voice recording devices capture call conversations, and acoustic analysis devices automatically analyze the recorded voices to determine customer satisfaction levels, eliminating the need for customers to complete surveys and providing more accurate, real-time measurements.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system enables self-service by allowing the call routing system to automatically measure customer satisfaction through acoustic analysis of recorded voices during and after calls. The system independently collects, analyzes, and uses this data for routing decisions without requiring additional customer action or input.

Inventive Principle:

Principle #25Self-service

2Reliability

If customer satisfaction surveys are used to measure satisfaction, then some feedback can be obtained, but the data is skewed and most customers do not complete surveys

Engineering Contradiction:

Improvecustomer satisfaction data reliabilityVSAvoidsurvey completion rate

Core Design Contradiction:

ReliabilityVSProductivity

Solution Approach 1:

The patent replaces the manual survey completion process with automated acoustic analysis of voice recordings. The system captures calls during business hours, records customer-service representative conversations, and automatically analyzes acoustic features to determine satisfaction levels, achieving near 100% data collection without requiring customer effort.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system implements continuous feedback by automatically analyzing customer voices during and after calls to generate real-time satisfaction metrics. This feedback loop enables the routing system to immediately use satisfaction data for making routing decisions, creating a dynamic system that continuously improves based on actual customer experiences.

Inventive Principle:

Principle #23Feedback

3Adaptability or versatility

If calls are routed based on random assignment, then all available representatives can be utilized, but routing decisions do not consider customer satisfaction patterns or representative performance

Engineering Contradiction:

Improverouting decision adaptabilityVSAvoidrouting system complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The system performs preliminary actions by capturing and storing call recordings during business hours before making routing decisions. Acoustic analysis is conducted on these pre-captured recordings to establish baseline satisfaction metrics and representative performance data, which are then used to guide subsequent routing decisions.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The routing system transitions from static random assignment to dynamic adaptive routing. The system continuously updates routing decisions based on real-time acoustic analysis of customer satisfaction and representative performance data, allowing the routing strategy to adapt and evolve based on actual call outcomes and customer feedback.

Inventive Principle:

Principle #15Dynamics

Data Source

PatentUS11637930B1Call routing system

Publication Date: 2023.04.25 UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

AI summary

Call routing technology can route a current call from a person based on an analysis of call data related to a prior call from the same person. For example, based at least on a customer satisfaction score determined from call data related to a prior call, a call routing server can identify one or more persons to whom a current call from the same person should be routed. Next, the call routing server can route the current call to one of the identified customer service representatives.