Automated Call Routing Matrix for Service Representative Matching
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Solution Overview
Problem
Existing systems for routing telephone calls to service representatives are often manual, time-consuming, and inefficient, especially in large call centers, where millions of calls are received annually, and lack an automated, scalable, and accurate method for matching customer inquiries with skilled representatives.
Innovation Solution
A system that uses a relational routing matrix stored on a database platform to automatically route calls to appropriate service representatives based on call information, override flags, and default rules, facilitated by a communications server and IVR platform, allowing for efficient and scalable call management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If manual call routing by service representatives is used, then flexibility in routing decisions is improved, but time consumption and operational efficiency deteriorate
Solution Approach 1:
The system performs preliminary actions by pre-defining routing rules, service representative skills, and call characteristics in a database before calls arrive. When a call comes in, the system automatically matches call characteristics against pre-stored routing rules and service representative profiles, eliminating the need for manual assessment and decision-making while maintaining routing flexibility through programmable rules.
Solution Approach 2:
The patent introduces an automated call routing system as an intermediary between incoming calls and service representatives. This intermediary automatically matches calls with appropriate representatives based on predefined criteria, replacing manual routing decisions while preserving the ability to handle diverse routing scenarios through configurable rules and algorithms.
2Measurement precision
If multiple telephone numbers are used for different service representatives, then call routing accuracy is improved, but customer confusion and system complexity worsen
Solution Approach 1:
The system implements a universal routing platform that handles multiple routing scenarios through a single interface. Instead of requiring separate telephone numbers for each service representative or department, the system uses one unified telephone number that routes all calls through an automated matching process, maintaining routing accuracy while eliminating the complexity of managing multiple public-facing numbers.
Solution Approach 2:
The patent changes the routing parameters from static telephone numbers to dynamic matching criteria. The system evaluates multiple parameters including call characteristics, service representative skills, availability, and historical performance data to determine routing decisions, replacing the simple but complex-to-manage telephone number system with a flexible parameter-based approach.
3Productivity
If automated call routing systems are implemented, then processing speed and scalability are improved, but system complexity and implementation difficulty worsen
Solution Approach 1:
The patent segments the call routing system into distinct modular components: call reception module, characteristics extraction module, routing rule evaluation module, service representative matching module, and call transfer module. Each component performs a specific function and can be independently configured, maintained, and scaled, reducing implementation complexity while maintaining high processing speed and scalability.
Data Source
AI summary
A system, method, apparatus, means, and computer program code is provided wherein an electronic communication is received. A communication routing matrix is accessed, from a relational database platform, to select a service representative for the received communication. It may then be arranged for the received communication to be routed in accordance with the selected service representative.