Call Routing System for Preferred Agent Selection
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Solution Overview
Problem
Current methods for customers to interact with financial institution representatives, such as visiting banking facilities, phone calls, or text-based communications, are inconvenient and lack the ability to select preferred representatives.
Innovation Solution
A system that receives a customer's call, determines their identity, retrieves preference information, and routes the call to preferred agents based on wait times and customer input, allowing selection from a list of suitable agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If customers use traditional methods (phone, in-person, text-based chat) to contact representatives, then they can reach financial institution representatives, but they cannot select their preferred representatives and must wait in queues
Solution Approach 1:
The system performs preliminary actions by pre-identifying customer preferences for specific representatives and pre-routing calls before the customer even contacts the institution. The call routing system maintains a database of customer-representative preferences and automatically matches incoming calls with preferred representatives in advance, eliminating the need for customers to wait in queues or manually select representatives during the call.
2Ease of operation
If customers visit banking facilities or speak with representatives over the phone, then they can receive customer service, but the process is inconvenient and time-consuming
Solution Approach 1:
The system replaces mechanical/physical customer service channels (in-person visits to banking facilities, traditional phone calls requiring queueing) with an automated electronic call routing system. This system uses computerized databases to store customer preferences and automated telephony systems to route calls electronically based on pre-stored preferences, eliminating the need for physical travel or manual queueing processes.
3Reliability
If the system routes calls to preferred agents based on customer preferences, then customer satisfaction improves, but the system complexity increases
Solution Approach 1:
The call routing system is designed with multi-functionality to handle various customer service scenarios through a single unified platform. It can route calls based on customer preferences, agent availability, call type (video, mobile, desktop), and purpose. This universal system consolidates multiple routing functions into one platform, managing complexity through integration rather than separate systems for each function.
Data Source
AI summary
Embodiments are directed to routing customer calls to preferred agents. Embodiments receive a call from a customer using a user device; determine an identity of the customer; retrieve information associated with the matching entry; based at least in part on the retrieved information, select one or more agents; and route the call to one of the selected agents. Some embodiments determine a telephone number from which the call was received; comparing the telephone number with a plurality of entries in a customer information database; and determining that the telephone number matches an entry in the database. Other embodiments receive a communication from the user device indicating that the customer has placed the call; determine that the customer is currently authenticated through an online banking session or a mobile application on the user device; and receive a communication from the user device indicating the customer's identity.