Contact Center Thick Client Framework for Real-Time Routing Data

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Conventional contact centers face inefficiencies in analyzing data associated with interactions during live sessions due to delays in retrieving and joining data from multiple databases, leading to inefficient contact routing and management.

Innovation Solution

Implementing a thick client framework with containerized application images on representative devices to generate and transmit real-time interaction data, using machine-learning models for real-time quality tracking and workflow optimization.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If conventional contact centers retrieve and join data from multiple databases during live contacts, then contact routing and management can be performed, but network and memory latency issues cause delays in data retrieval

Engineering Contradiction:

Improvecontact routing accuracyVSAvoiddata retrieval delay

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system pre-loads contact data, customer profiles, and interaction histories into memory before live contacts occur. This preliminary action ensures that when a contact is initiated, the data is already available locally, eliminating network latency and enabling real-time routing decisions without delays.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The invention creates local copies of database contents in the contact center system's memory. By copying essential data structures and maintaining them in fast-access memory, the system avoids repeated database queries and network transactions during live contacts, thus resolving the time delay while maintaining data reliability.

Inventive Principle:

Principle #26Copying

2Productivity

If conventional contact centers analyze contact data in real-time during live contacts, then in-flight contact routing can be performed, but computational time to join and analyze data makes the process inefficient

Engineering Contradiction:

Improvecontact processing speedVSAvoidcomputational analysis time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system pre-computes analysis results and routing decisions based on historical data and patterns before live contacts occur. By performing computational analysis in advance and storing the results, the system can make real-time routing decisions during contacts without undergoing time-consuming data joining and analysis processes.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The invention replaces the mechanical process of real-time data joining and computational analysis with a more efficient system that uses pre-computed lookup tables and cached analysis results. This substitution eliminates the need for complex real-time computations during live contacts, dramatically improving contact processing speed while maintaining analytical accuracy.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Ease of manufacture

If external communication services transmit contact data after contact termination, then data collection is simplified, but such data becomes unavailable for in-flight contact routing or management techniques

Engineering Contradiction:

Improvedata collection simplicityVSAvoidreal-time data availability

Core Design Contradiction:

Ease of manufactureVSLoss of information

Solution Approach 1:

The system introduces an intermediary layer that captures and buffers contact data locally during the contact process, before external services receive the terminated contact information. This intermediary mechanism ensures that real-time data is available for in-flight routing decisions while still allowing external services to perform their data collection functions with simplified processes.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The contact center system proactively collects and stores contact data during the live contact period, rather than waiting for external services to retrieve it after termination. This preliminary data collection ensures that all necessary information is available for real-time routing and management decisions, while external services can still operate with their simpler post-contact data retrieval process.

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS20260075144A1Representative client devices in a contact center environment

Publication Date: 2026.03.12 STATE FARM MUTAL AUTOMOBILE INSURANCE COMPANY

AI summary

Techniques described herein relate to a client application framework for a contact center environment. A role-specific thick client framework may include a web browser-based, desktop application having multiple processes that can be distributed across the computing infrastructure of the client device. A portion of the framework may include a container application image received from an internal server of the contact center and launched by the client device. The desktop application may collect data associated with use of the container application image and transmit the collected data to a contact center server. The contact center server may process the data, in some instances along with data from additional desktop applications on additional client devices, to implement one or more integrated models across the contact center environment.