Contact Center Flow Designer with Dynamic Routing
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Solution Overview
Problem
Deploying and managing contact center operations efficiently is challenging due to the complexity of designing applications for routing communications and monitoring performance in real-time, often requiring skilled technicians and customized coding.
Innovation Solution
A system and method for dynamically configuring, reconfiguring, and monitoring contact center interactions using a graphical user interface that allows non-IT personnel to design multi-channel, multi-modal interaction flows with predesigned templates and building blocks, enabling real-time monitoring and customization without extensive technical expertise.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional customized coding and skilled technicians are used to design contact center applications, then routing functionality and monitoring capabilities can be achieved, but deployment time and implementation complexity increase significantly
Solution Approach 1:
The patent applies preliminary action by providing predesigned interaction flow templates that contain pre-configured routing logic, monitoring capabilities, and interaction patterns. These templates are prepared in advance and can be directly deployed without requiring custom coding, thus reducing deployment time while maintaining reliable routing functionality.
Solution Approach 2:
The patent uses copying by allowing users to replicate existing interaction flow templates and modify them for different scenarios. Instead of creating new routing applications from scratch through customized coding, users can copy proven templates and adapt them, significantly reducing implementation time while preserving reliable routing behavior.
2Adaptability or versatility
If skilled technicians and customized coding are required to design contact center applications, then complex routing strategies can be implemented, but the difficulty of generation, deployment, and modification increases
Solution Approach 1:
The patent applies segmentation by breaking down complex routing strategies into modular interaction flow templates with distinct components such as routing logic, monitoring parameters, and interaction patterns. Each template represents a self-contained unit that can be independently configured, deployed, and modified, reducing the difficulty of application generation while maintaining complex routing capabilities.
Solution Approach 2:
The patent implements universality by designing interaction flow templates that can serve multiple purposes and be applied across different contact center scenarios. A single template can handle various routing strategies and monitoring requirements, reducing the need for specialized custom coding while maintaining adaptability to different complex routing needs.
3Measurement precision
If real-time monitoring of contact center operations is implemented, then performance observation capabilities are improved, but system complexity and resource requirements increase
Solution Approach 1:
The patent applies merging by integrating real-time monitoring capabilities directly into the interaction flow templates. Instead of implementing monitoring as a separate complex system, the monitoring functions are combined with the routing logic and interaction patterns in unified templates, reducing overall system complexity while maintaining precise performance observation capabilities.
Data Source
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AI summary
A system for managing an interaction flow, the system comprising: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters of a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the designed interaction flows relevant to the communication.