Real-Time Call Routing Using Credit Data
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Solution Overview
Problem
Existing call handling systems rely heavily on caller inputs for qualifying and routing incoming calls, leading to erroneous results due to errors in voice recognition or difficulty understanding menu options, and cannot improve the caller's experience in real-time, as they require complete call data for post-call scoring.
Innovation Solution
A system that intercepts communications sessions, obtains address information associated with the origination phone number, retrieves aggregated credit data, and routes the session to an appropriate unit based on this data in real-time, minimizing caller input and improving call routing efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If existing call handling systems use virtual receptionist or IVR systems that depend on caller inputs for qualifying and routing calls, then calls can be routed based on caller responses, but erroneous results occur due to voice recognition errors, caller difficulty understanding menu options, or accidental selections
Solution Approach 1:
The patent extracts the call qualification process from dependence on caller inputs. Instead of relying on callers to navigate IVR menus and answer questions, the system extracts and analyzes call metadata (caller ID, call timing, call duration, call outcome) to automatically qualify and route calls without requiring caller participation in the qualification process.
Solution Approach 2:
The patent introduces an intermediary call scoring system that acts as a mediator between the incoming call and the routing decision. This intermediary analyzes call metadata and generates a score that determines routing, eliminating the need for direct caller input while improving routing accuracy through objective data analysis.
2Productivity
If post-call scoring processes are used to analyze and measure call quality, then marketing techniques can be improved based on findings, but the caller's experience cannot be improved in real-time as complete call data is required
Solution Approach 1:
The patent performs call scoring and routing decisions in advance, during or immediately after the call is received but before traditional post-call analysis. By analyzing call metadata in real-time and generating scores preliminarily, the system enables immediate routing decisions without waiting for complete post-call data collection.
Solution Approach 2:
The patent establishes continuous real-time call scoring and routing that operates throughout the call handling process rather than as a discrete post-call step. This continuous action allows the system to maintain productive marketing optimization while simultaneously improving caller experience through immediate routing decisions.
Data Source
AI summary
Systems and methods for handling a telecommunications session in real-time are provided, where the telecommunications session is initiated by a calling device and intended for a receiving network. One system comprises a module, in communication with a communications network associated with the telecommunications session, configured for intercepting the telecommunications session prior to reaching the receiving network, obtaining address information associated with the calling device, determining a credit-related score for the telecommunications session based on the address information, identifying an appropriate unit of the receiving network based on the credit-related score, and routing the telecommunications session to the appropriate unit. The system also includes a memory for storing the module and a processor in communication with the memory to execute the module.