Cloud Queue Selection for Contact Center Routing
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Solution Overview
Problem
Current call center systems require hard-coding rules for classifying and routing electronic communications, making updates time-consuming and costly, and limiting flexibility in managing customer interactions.
Innovation Solution
A cloud computing system executes a function that classifies electronic communications and selects target queues and agents based on external databases, decoupling these processes from the contact center system, allowing for easier rule updates and improved routing logic.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If hard-coding rules for classifying and routing electronic communications is used, then the system structure is simple and reliable, but the ease of updating rules and managing flexibility deteriorates
Solution Approach 1:
The patent extracts the classification and routing rules from the contact center system and places them in external cloud computing systems and databases. This separation allows rules to be updated independently in the cloud without modifying the core contact center system, thereby improving flexibility while maintaining system simplicity.
Solution Approach 2:
The patent introduces cloud computing systems and external databases as intermediaries between the contact center system and the classification/routing rules. These intermediaries enable rule updates and management without directly affecting the contact center system architecture, resolving the contradiction between adaptability and complexity.
2Loss of time
If hard-coding rules in the contact center system is used, then the system is reliable and straightforward, but the time and cost to update rules increases
Solution Approach 1:
By extracting rules into external cloud systems and databases, the patent enables rapid rule updates without disrupting the contact center system. The cloud-based rule storage allows for quick modifications while maintaining system reliability through separate, independent rule management.
Solution Approach 2:
The patent implements dynamic rule management where rules can be updated in real-time or near-real-time in the cloud system. This dynamic approach allows the system to adapt to changing requirements without downtime, reducing update time while preserving operational reliability.
3Adaptability or versatility
If external cloud computing systems and databases are used for classification and routing, then the ease of updating rules and flexibility improves, but the system complexity and integration requirements increase
Solution Approach 1:
The patent employs universal cloud computing systems and databases that can handle multiple functions including classification, routing, and rule storage. This multi-functionality reduces the need for separate specialized systems, thereby managing integration complexity while maintaining high flexibility in rule updates.
Data Source
AI summary
In some implementations, a cloud computing system that executes a function may receive an indication of an electronic communication to occur between a customer and an agent. The cloud computing system that executes the function may determine a classification of the electronic communication based on a first set of rules stored in a database of the cloud computing system and attributes associated with the electronic communication. The cloud computing system that executes the function may select, based on the classification of the electronic communication, a target queue from a plurality of potential queues to be associated with the electronic communication based on a second set of rules stored in the database. The cloud computing system that executes the function may select the agent from a plurality of potential agents for the electronic communication based on an association between the agent and the target queue.