Contact Center Routing via Spatial Characteristic Mapping
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Solution Overview
Problem
Contact center routing systems face inefficiencies in matching customer needs with available resources due to reliance on static ordering of resources based on skill, size, or availability, which does not account for dynamic user characteristics and preferences.
Innovation Solution
Implementing a spatial mapping technique that determines user and resource characteristic points in a multi-dimensional space, calculating distances weighted by preference, to dynamically select the most suitable resource for customer inquiries based on spatial relationships.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If static ordering of resources based on skill, size, or availability is used, then resource allocation is simplified and management is easier, but routing accuracy and customer satisfaction deteriorate because dynamic user characteristics and preferences are not accounted for
Solution Approach 1:
The patent transforms the static resource ordering system into a dynamic one by continuously calculating spatial relationships between contact characteristics and resource characteristics. Resources are no longer fixed in predetermined queues but are dynamically positioned and repositioned in n-dimensional space based on real-time characteristic matching, allowing the system to adapt to each contact's unique needs while maintaining operational simplicity through automated spatial calculations
Solution Approach 2:
The patent introduces n-dimensional spatial mapping to move beyond traditional one-dimensional queue ordering. By representing contacts and resources as points in multi-dimensional space where each dimension corresponds to a specific characteristic, the system enables sophisticated matching across multiple dimensions simultaneously, dramatically improving routing accuracy without complicating resource management through automated spatial algorithms
2Device complexity
If traditional queue-based routing is used, then system complexity is reduced, but adaptability to different contact characteristics and user preferences deteriorates
Solution Approach 1:
The patent creates a universal spatial mapping framework that can handle diverse contact characteristics and resource attributes through a unified n-dimensional coordinate system. This single system simultaneously supports multiple routing dimensions (skill, availability, customer preferences, historical data) and can adapt to various contact types and scenarios, providing high versatility without proportionally increasing system complexity through modular characteristic integration
Solution Approach 2:
The patent enables flexible adaptability by allowing characteristic parameters to be dynamically added, removed, or weighted based on contact needs. The n-dimensional space can be reconfigured by changing parameter weights and dimensions without fundamental system redesign, allowing the routing system to adapt to different contact characteristics and user preferences while maintaining manageable complexity through parameter-based flexibility
3Measurement precision
If dynamic spatial mapping and distance calculation are implemented, then routing precision and customer satisfaction improve, but computational complexity and processing time increase
Solution Approach 1:
The patent reduces computational complexity by performing preliminary spatial mapping of resource characteristics before contacts arrive. Resources are pre-positioned in n-dimensional space based on their characteristics, so when a contact arrives, only the contact's point needs to be calculated and compared against pre-established resource positions, significantly reducing real-time computational burden while maintaining high routing precision through accurate spatial distance measurements
Data Source
AI summary
An apparatus for selecting contact center resources is provided. The apparatus includes a memory and a processor in communication with the memory. The memory includes computer code executable with the processor. The computer code is configured to obtain one or more user characteristics; map a user point on a spatial map that includes a first resource spatial point for a first contact center resource, the user point being located at a point that spatially defines the one or more user characteristics; and determine a first distance between the user point and the first resource spatial point.