Communication Routing System Using Empirical Data Analysis
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Solution Overview
Problem
Communication systems often result in long wait times and unsuccessful attempts to reach the appropriate personnel, as callers or message senders may be directed to unavailable or unqualified recipients, leading to frustration and inefficiency.
Innovation Solution
A method and system for routing communication requests based on past data analysis to identify the most relevant and available user capable of addressing the topic of the request, ensuring that the communication is redirected to the best-suited individual if the initial recipient fails to respond within a pre-selected time period.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If communication requests are routed to the originally intended recipient, then communication accuracy is improved, but wait time increases when the recipient is unavailable or unable to address the topic
Solution Approach 1:
The system performs preliminary analysis of past communication data to identify topics and capable users before the communication request is actually routed. This advance preparation enables quick redirection to appropriate users without requiring long wait times when the original recipient is unavailable.
Solution Approach 2:
The system continuously monitors communication outcomes and uses this feedback to improve future routing decisions. By analyzing whether communications were successfully addressed or required forwarding, the system learns to better predict which users can handle which topics, reducing both wait time and unnecessary forwarding.
2Reliability
If communication requests are forwarded multiple times to reach the right expert, then communication effectiveness is improved, but communication efficiency deteriorates due to repeated forwarding
Solution Approach 1:
The system pre-analyzes communication history to build profiles of user expertise and communication patterns before routing is needed. This preliminary work allows the system to make accurate routing decisions in real-time, minimizing the number of forwards required while ensuring the right expert receives the communication.
Solution Approach 2:
The system replaces manual trial-and-forward communication routing with an automated intelligent routing mechanism that uses data analysis and pattern recognition. This substitution eliminates the inefficiency of repeated human judgment and forwarding, directly connecting communications with the most appropriate recipients.
3Reliability
If callers are placed on hold in a waiting queue until a service representative is available, then service completeness is improved, but caller satisfaction deteriorates due to long wait times
Solution Approach 1:
The system introduces an intelligent routing intermediary that sits between the caller and the service representatives. This intermediary analyzes the communication content and caller history to directly route calls to the most appropriate available representative, eliminating the need for callers to wait in generic queues while ensuring complete service coverage.
Solution Approach 2:
The system prepares routing decisions in advance by analyzing communication patterns and representative availability before the caller actually connects. This preliminary preparation enables immediate connection to the right representative without hold times, while maintaining comprehensive service coverage.
Data Source
AI summary
A communication system and method for routing communications can include a communication device that is configured to route a communication connection based on empirical data relating to an attempted communication. For instance, in some embodiments the device of a communication system can be configured to utilize stored and classified empirical data for automatically determining a subject of an attempted communication made by a user via the user's communication terminal and dependencies the user for that attempted communication may have on a callee for use in establishing a connection for the caller based on the determined dependencies and determined subject of the attempted communication. Information regarding the determined subject of the communication attempt can be based on the stored empirical data. The attempted communication can also be rerouted to another user based on the empirical communication data if that attempted communication is not established within a pre-selected time period.