Contact Center Routing Based on Shopping Cart Contents
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Solution Overview
Problem
E-commerce websites face significant losses due to abandoned shopping carts resulting from customers' inability to obtain timely or appropriate service from Internet call centers, as they often require assistance from working agents for order completion or inquiries.
Innovation Solution
A method and system for routing contacts in a contact center based on customer identification, historical business relationship, item value, and order details to prioritize and direct contacts to appropriate agents, ensuring timely service and reducing queue wait times for high-value transactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customers are routed to standard queues without evaluation of their order contents, then queue management is simplified, but high-value transactions may experience delays leading to cart abandonment
Solution Approach 1:
The system performs preliminary evaluation of shopping cart contents and customer value metrics before routing occurs. This advance assessment allows the routing system to proactively direct high-value contacts to appropriate agents, preventing delays that would lead to cart abandonment while maintaining efficient queue management.
Solution Approach 2:
The routing system segments contacts into different categories based on evaluated criteria such as customer value, order total, and item characteristics. This segmentation enables differentiated routing strategies where high-value contacts receive priority handling while standard contacts follow常规 queues, resolving the contradiction between service quality and system simplicity.
2Reliability
If all contacts are treated equally in the queue, then queue management is straightforward, but high-value customers experience longer wait times causing them to abandon their carts
Solution Approach 1:
The routing system applies different service qualities to different contact segments. High-value customers and urgent orders receive priority routing to specialized agents with appropriate expertise, while standard contacts are handled through常规 queues. This local differentiation ensures reliable service for critical customers without requiring complete system redesign.
Solution Approach 2:
The system changes routing parameters dynamically based on evaluated contact attributes. By adjusting routing decisions based on customer value, order total, and other metrics, the system achieves differentiated service quality without requiring fundamentally complex infrastructure, resolving the contradiction between service reliability and system complexity.
3Productivity
If the system evaluates detailed information about each contact before routing, then service prioritization is optimized, but processing time and system complexity increase
Solution Approach 1:
The system extracts only the most critical evaluation parameters needed for routing decisions, such as customer value tier, order total threshold, and contact urgency indicators. By selecting and evaluating only these key parameters rather than all possible contact attributes, the system achieves effective prioritization while minimizing processing time and computational overhead.
4Loss of energy
If contacts are routed without considering item value and customer history, then routing decisions are faster, but business value of serviced contacts is reduced
Solution Approach 1:
The system performs preliminary evaluation of contact value metrics including customer purchase history, current cart total, and item profitability before routing occurs. This advance assessment ensures that high-business-value contacts are identified and directed to appropriate agents, preventing cart abandonment and maximizing potential revenue while maintaining efficient routing operations.
Data Source
AI summary
The present invention is directed to a method and system for routing contacts in a contact center based on a number of factors including the value or nature of items in an order of the customer associated with the contact. The invention is particularly useful in E-commerce web-sites in which electronic orders are generated by the customer.