Contact Center Conflict Detection With SME Call Routing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing contact center systems fail to accurately measure conversational conflicts in real-time interactions, leading to frustrated customers overpowering agents and escalating issues without effective supervisor intervention.
Innovation Solution
A system that monitors interactions between agents and customers, detects conversational-cuts using a conflict-detector module, updates a conflict-score, and routes high-conflict interactions to a queue of Subject Matter Experts (SMEs) via an Automatic Calls Distributor (ACD) application, leveraging ACD capabilities for real-time supervisor engagement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If real-time monitoring and conflict detection is implemented, then customer satisfaction is improved, but device complexity increases
Solution Approach 1:
The patent introduces an Automatic Call Distributor (ACD) application as an intermediary system that automatically routes calls based on conflict detection. The ACD acts as a mediator between the monitoring system and supervisors, eliminating the need for manual call monitoring and reducing system complexity while maintaining reliability.
Solution Approach 2:
The system enables self-service by allowing the ACD application to automatically detect conflicts, calculate conflict scores, and route calls to appropriate supervisors without human intervention. This automation reduces operational complexity while improving customer satisfaction through faster conflict resolution.
2Measurement precision
If continuous conflict-score updating is performed, then measurement precision is improved, but use of energy increases
Solution Approach 1:
The system performs conflict-score updating selectively rather than continuously for all calls. The ACD application updates conflict scores only when conversational-cuts are detected or when conflict thresholds are approached, reducing unnecessary processing energy while maintaining measurement precision for critical interactions.
3Productivity
If automatic routing to SMEs is implemented, then productivity is improved, but device complexity increases
Solution Approach 1:
The ACD application performs multiple functions including call monitoring, conflict detection, conflict-score calculation, and automatic routing to SMEs. By consolidating these functions into a single multi-functional system rather than separate specialized systems, the patent reduces overall device complexity while improving productivity through integrated conflict resolution.
Data Source
AI summary
A computerized-method for identifying and addressing a real-time conversational conflict in a contact center. The computerized-method includes: (i) monitoring by one or more processors an interaction between an agent and a customer; (ii) continuously updating a conflict-score during the interaction when a conversational-cut is detected, by operating by the one or more processors a conflict-detector module. The conversational-cut is a point in the interaction that the agent speech is interrupted by the customer and the agent stops speaking, and (iii) addressing the real-time conversational conflict when the updated conflict-score is above a preconfigured conflict-threshold by routing the interaction to a queue of Subject Matter Experts (SME)s of an Automatic Calls Distributor (ACD) application.