Contact Center Callback Routing via Limited-Content Message Aliases

Solution Overview

Problem

Debt collection processes face challenges in effectively communicating with debtors through limited-content SMS messages, particularly in routing incoming voice calls to the appropriate agent identified in the message, leading to confusion and inefficiencies in contact centers.

Innovation Solution

Implementing a system that processes outbound limited-content text messages and efficiently handles inbound voice callback calls by identifying the intended agent through the use of agent aliases and mapping them to actual agents, ensuring accurate routing and minimizing wait times for debtors.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If call handlers are configured to route calls to any available agent in a group, then call routing flexibility is improved, but call routing accuracy deteriorates

Engineering Contradiction:

Improvecall routing flexibilityVSAvoidcall routing accuracy

Core Design Contradiction:

Adaptability or versatilityVSMeasurement precision

Solution Approach 1:

The system performs preliminary actions by sending an outbound text message to the debtor before the inbound call arrives. This message contains an agent alias that identifies the specific agent the debtor wants to reach. When the inbound call is received, the system retrieves this pre-stored agent alias information and uses it to route the call to the correct agent, rather than treating all calls the same way.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system introduces an intermediary mechanism - an outbound text message containing an agent alias - that bridges the debtor and the call routing system. This intermediary carries the specific routing information needed to connect the debtor with the intended agent, allowing the system to maintain both flexibility in handling various call types and accuracy in routing callback calls to the correct agent.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Device complexity

If call handlers route callback calls to any available agent, then system simplicity is improved, but debtor confusion increases

Engineering Contradiction:

Improvesystem simplicityVSAvoiddebtor expectation information

Core Design Contradiction:

Device complexityVSLoss of information

Solution Approach 1:

The system performs preliminary actions by sending an outbound text message to the debtor before the inbound call arrives. This message contains an agent alias that identifies the specific agent the debtor wants to reach. When the inbound call is received, the system retrieves this pre-stored agent alias information and uses it to route the call to the correct agent, rather than treating all calls the same way.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system uses feedback from the outbound text message (which contains the agent alias sent to the debtor) to inform the inbound call routing decision. By retrieving and acting on this previously provided information, the system ensures that the debtor is connected to the agent they expect to speak with, maintaining consistency between what was communicated to the debtor and what actually occurs during the call.

Inventive Principle:

Principle #23Feedback

3Speed

If the system processes inbound calls without identifying the intended agent, then processing speed is improved, but workflow optimization deteriorates

Engineering Contradiction:

Improvecall processing speedVSAvoidcontact center workflow efficiency

Core Design Contradiction:

SpeedVSProductivity

Solution Approach 1:

The system performs preliminary actions by sending an outbound text message to the debtor before the inbound call arrives. This message contains an agent alias that identifies the specific agent the debtor wants to reach. When the inbound call is received, the system retrieves this pre-stored agent alias information and uses it to route the call to the correct agent, rather than treating all calls the same way.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system enables self-service by automatically retrieving and processing the agent alias information from the previously sent outbound text message. This automated process eliminates the need for manual intervention to identify the intended agent, allowing the system to quickly and accurately route callback calls while maintaining efficient workflow without requiring additional manual steps.

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS10917521B1Handling a callback call in a contact center in response to a limited-content message

Publication Date: 2021.02.09 ALVARIA INC

AI summary

A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, which may be an alias, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. If the agent is unavailable, various options for routing the call is identified. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.