Contact Flow Simulation Using Trace Records for Routing Defect Detection
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Solution Overview
Problem
Contact center systems face inefficiencies and operational challenges due to flaws in contact workflows and routing logic, which negatively impact operational efficiency and reliability.
Innovation Solution
A contact center simulation system that maps contact flows to contact trace records and databases, allowing for simulation of contact instances without user-initiated interactions, using machine learning and reinforcement learning to identify deficiencies such as loops and mismatched queue placements.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional contact center systems use manual testing and user-initiated contacts to detect workflow deficiencies, then detection accuracy may be improved, but operational efficiency and resource overhead deteriorate
Solution Approach 1:
The patent creates a simulated contact center environment that copies the structure and logic of the production contact center system. This simulation includes virtual contacts, routing logic, and workflow processes that mirror the real system. By analyzing the copied system, the patent can detect deficiencies without impacting the actual operational efficiency of the production contact center.
Solution Approach 2:
The patent performs workflow analysis and deficiency detection in advance, before deploying changes to the production contact center. The simulation system pre-identifies potential issues in routing logic, contact flows, and queue configurations, allowing operators to fix problems before they affect real customer service operations.
2Reliability
If contact center systems implement comprehensive workflow monitoring and analysis, then operational reliability improves, but device complexity and resource overhead worsen
Solution Approach 1:
The patent introduces a simulation system as an intermediary layer between the production contact center and the analysis tools. This intermediary captures workflow data, creates simulated environments, and performs analysis without requiring direct modification or complex integration into the production system. The simulation acts as a buffer that simplifies the overall system architecture while enabling comprehensive monitoring.
3Measurement precision
If contact center systems require user-initiated contacts for testing workflows, then real-world scenario accuracy improves, but loss of time and resource overhead worsen
Solution Approach 1:
The simulation system generates its own test contacts and workflows autonomously without requiring actual user participation. The virtual contacts are created with predefined attributes and routing scenarios that cover various workflow paths. This self-service approach allows comprehensive workflow testing to be performed automatically, eliminating the time loss associated with coordinating and executing manual user-initiated tests.
Data Source
AI summary
Techniques for simulating the logical flow of a contact center system without requiring user-provided contact instantiation are described herein. In some embodiments, a contact center simulation system is configured to map a contact flow of the contact center system to fields of a database and/or a contact trace record associated with a past contact instance. Based on this mapping data, the contact center simulation system may be configured to traverse the contact flow using programmatic input(s) corresponding to the inputs associated with a contact trace record. Through these simulations, the contact center simulation may identify one or more deficiencies associated with the contact center system without requiring any external inputs and without having access to the routing codebase of the contact center system.