Callback Scheduling via Resource Forecasting

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Existing customer service callback systems often provide inaccurate wait time estimates due to variations in resources and staffing, and customers have no control over the callback schedule.

Innovation Solution

A method and system that calculate estimated handling resources and forecast customer service transaction workloads to determine a scheduled callback time, allowing customers to choose their callback time based on these estimates and forecasts.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If callback offers are made based on current queue conditions, then customers receive immediate service information, but the wait time estimates become inaccurate due to variations in resources and staffing

Engineering Contradiction:

Improvewait time estimate accuracyVSAvoidadaptability to resource variations

Core Design Contradiction:

Measurement precisionVSAdaptability or versatility

Solution Approach 1:

The system performs preliminary actions by calculating estimated handling resources and forecasting workloads before determining callback times. This advance preparation allows the system to account for future resource availability and workload patterns, resulting in more accurate wait time estimates that adapt to variations in staffing and resources.

Inventive Principle:

Principle #10Preliminary action

2Measurement precision

If customers are placed on hold with queue-based wait estimates, then the system maintains simple tracking, but the actual wait time deviates substantially from the estimate due to queue position dependencies

Engineering Contradiction:

Improvewait time estimate accuracyVSAvoidsystem complexity

Core Design Contradiction:

Measurement precisionVSDevice complexity

Solution Approach 1:

The system changes the parameters used for wait time calculation from simple queue position-based estimates to more comprehensive calculations that include estimated handling resources, forecasted workloads, and resource availability patterns. This parameter transformation enables accurate wait time prediction without requiring complex real-time queue monitoring.

Inventive Principle:

Principle #35Parameter changes

3Ease of operation

If callback times are determined based on current queue state, then the system responds to immediate conditions, but customers have no control over when they will be called back

Engineering Contradiction:

Improvecustomer control over callback scheduleVSAvoidcustomer waiting time flexibility

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system introduces dynamic elements by allowing customers to select from multiple callback time options rather than being assigned a fixed time. This dynamic approach gives customers control over their callback schedule while the system continuously adjusts available time slots based on real-time resource availability and workload forecasts.

Inventive Principle:

Principle #15Dynamics

Data Source

PatentUS7761323B2Method and system for scheduling a customer service callback

Publication Date: 2010.07.20 ALVARIA INC

AI summary

A method and system for scheduling a callback time for customer service. The system calculates estimated handling resources for a customer interaction system (14) and forecasts a customer service transaction workload for the estimated handling resources of the customer interaction system (14). The system then determines the scheduled callback time based upon the estimated handling resources and the forecasted customer service transaction workload.