Subject-Matter Complaint Routing with Expertise and Workload Matching
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Solution Overview
Problem
Current complaint routing systems in online financial transactions are inefficient, often assigning customer complaints in a round-robin manner, leading to delays and frustration when the assigned representative is too busy or lacks expertise, resulting in a poor user experience.
Innovation Solution
A computer-implemented method that analyzes customer complaints to identify the most appropriate representative based on expertise, workload, experience level, and status by transcribing audio or text communications and using natural language processing to route complaints to the best-suited individual.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If complaints are routed in a round-robin manner, then all representatives receive an equal number of complaints, but complaints may be assigned to representatives who are too busy or lack expertise, leading to delays and poor user experience
Solution Approach 1:
The system performs preliminary analysis of the complaint content using natural language processing to identify the topic and determine which representative is best suited to handle it. This advance preparation allows the system to route complaints directly to the appropriate representative without trial-and-error assignments, thereby reducing wait time while maintaining balanced workload distribution.
Solution Approach 2:
The system continuously monitors representative workload, expertise levels, and performance metrics, using this feedback to dynamically adjust routing decisions. This ensures that complaints are routed to representatives who are both capable and currently available, optimizing both efficiency and resolution time while preventing overload of any single representative.
2Ease of operation
If complaints are routed to representatives based on expertise and workload analysis, then user satisfaction improves, but the routing system becomes more complex
Solution Approach 1:
The routing system automatically analyzes complaint content, matches it with representative profiles, and makes routing decisions without human intervention. The natural language processing engine self-adjusts based on performance data, eliminating the need for manual configuration and reducing operational complexity despite the sophisticated routing logic.
Solution Approach 2:
The system uses a unified natural language processing framework that handles multiple complaint types and topics through a single versatile engine. This multi-functional approach avoids the need for separate routing systems for different complaint categories, thereby improving user experience across all scenarios while controlling overall system complexity.
Data Source
AI summary
A method, computer program product, and computer system for receiving, by a computing device, a communication sent from a first user. An audio portion of the communication may be transcribed to determine a topic of the communication. A second user associated with the topic of the communication may be identified. The communication may be routed to the second user based upon, at least in part, identifying the second user associated with the topic of communication and the topic of the communication.