Call Routing System Using Caller Segmentation and Dynamic Pricing
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Solution Overview
Problem
Current call management systems lack efficient methods for centrally managing and evaluating leads from incoming calls, particularly in determining the quality and routing them to appropriate receivers based on caller characteristics and industry-specific needs.
Innovation Solution
A system that processes caller information to match calls with appropriate receivers by categorizing calls based on demographics and call characteristics, using a network interface and datastore to facilitate communication and store associations between callers and categories, and dynamically pricing leads based on their quality.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If leads are evaluated and routed based on detailed caller characteristics and demographics, then lead quality and sales conversion rates improve, but system complexity and processing requirements increase
Solution Approach 1:
The system segments callers into different categories (e.g., residential, business, mobile, landline) based on their characteristics and demographics. This segmentation allows the system to handle different types of leads through appropriate routing paths, improving lead quality while managing system complexity through structured classification.
Solution Approach 2:
The patent introduces an intermediary component (the call management system with categorization logic) that sits between the incoming call and the receiver. This intermediary processes caller information, determines categories, and routes calls appropriately, thereby improving lead quality without requiring direct complex interactions between all system components.
2Productivity
If all inbound calls are routed to available receivers, then call volume is handled, but lead quality and matching accuracy decrease
Solution Approach 1:
The system applies local quality by treating different call types differently based on their specific characteristics. Rather than applying a uniform routing approach to all calls, the system customizes routing decisions based on the specific category and attributes of each caller, thereby improving matching accuracy while maintaining overall call handling capacity.
Solution Approach 2:
The routing system is dynamic, adjusting call distribution based on real-time caller characteristics and receiver availability. The system can adaptively route calls to different receivers based on the determined category and current system state, allowing it to handle varying call volumes while maintaining matching accuracy.
3Measurement precision
If demographic information and call characteristics are collected and processed, then lead evaluation accuracy improves, but information processing time and resources increase
Solution Approach 1:
The system performs preliminary categorization of callers based on available information during the call setup phase. By determining call categories and basic characteristics early in the interaction, the system reduces the need for extensive processing later, thereby improving evaluation accuracy while minimizing processing time delays.
Data Source
AI summary
Systems, methods, apparatuses, and computer-readable media for managing and evaluating leads from incoming calls are provided. A first inbound call from a first caller may be received. A first set of information identifying characteristics of the first inbound call may be processed. A second set of information identifying characteristics of the first inbound call may be determined based on the first set of information. A first category may be matched to the first inbound call. A first receiver may be determined. A second inbound call from a second caller may be received. A third set of information identifying characteristics of the second inbound call may be processed. A fourth set of information identifying characteristics of the second inbound call may be determined based on the third set of information. A second category may be matched to the second inbound call. A second receiver may be determined.