Call Routing via Digital Intensity Metric for Rare Users
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Solution Overview
Problem
Current methods for calculating digital adoption are limited in their ability to provide actionable, personalized insights for businesses, as they are aggregate-based and fail to accurately measure user shifts to digital channels, leading to noise from internal corporate activities and a lack of precision in tracking individual user behavior.
Innovation Solution
A system and method for call routing based on measuring digital intensity, which involves receiving a voice call, accessing user transaction information, processing it to calculate a digital intensity metric, classifying users, and routing them to special service representatives with personalized account information and consent documents, to encourage digital interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If aggregate-based digital adoption ratio is used to measure user interactions, then the measurement covers total user base, but it fails to provide personalized insights and creates noise from internal corporate activities
Solution Approach 1:
The patent segments the aggregate user base into individual user profiles by calculating separate digital intensity metrics for each user. Instead of measuring total digital adoption across all users, the system divides the measurement into user-specific components that can be individually analyzed and acted upon, eliminating noise from internal activities and providing personalized insights.
Solution Approach 2:
The patent applies local quality by transitioning from a uniform aggregate measurement to user-specific localized measurements. Each user receives a customized digital intensity metric based on their individual transaction history and channel preferences, allowing for personalized service routing and targeted digital transformation initiatives rather than one-size-fits-all approaches.
2Quantity of substance
If current digital adoption ratio method is applied, then it calculates overall digital channel usage, but it acts as a lagging indicator and fails to enable timely actionable insights
Solution Approach 1:
The patent implements preliminary action by calculating digital intensity metrics in real-time as transactions occur, rather than waiting for aggregate period-end reports. The system proactively identifies users with low digital intensity and routes them to appropriate service representatives who can immediately guide them toward digital channel adoption, converting a lagging indicator into a leading, actionable metric.
Solution Approach 2:
The patent establishes a feedback loop where digital intensity measurements directly influence call routing decisions. The system continuously monitors individual user digital intensity and provides immediate feedback by routing users to specialized representatives who can help increase their digital engagement, creating a closed-loop system that drives continuous improvement rather than static periodic reporting.
3Device complexity
If aggregate digital adoption metric is used, then it simplifies the measurement process, but it fails to identify rare users and prioritize resources effectively
Solution Approach 1:
The patent changes the measurement parameter from a simple aggregate ratio to a sophisticated individualized digital intensity metric that incorporates multiple transaction dimensions. This parameter transformation enables the system to identify rare users and prioritize them for specialized service, significantly improving resource allocation efficiency despite the increased computational complexity.
Solution Approach 2:
The patent implements self-service by having the system automatically calculate digital intensity metrics, classify users, and route calls without manual intervention. The automated classification system identifies rare users and directs them to appropriate representatives based on their digital intensity profiles, eliminating the need for manual analysis and enabling scalable, efficient resource allocation across the entire user base.
Data Source
AI summary
A system and method for call routing based on measuring and applying a digital intensity metric to interact with a user of a provider system is disclosed. Specifically, the embodiments provide systems and methods that allow users to place a voice call to the system. The system receives the voice call from a calling user. The system obtains transaction information and processes the transaction information to summarize the transaction information for the user. The system uses the processed information to calculate a digital intensity metric, and the user is classified as a rare user based on the digital intensity metric. The user is then routed to a special member service representative, user information is provided to the member service representative, consent documents are provided to the user, and executed consent documents are received from the user.