Contact Management System for Dynamic Outreach Optimization
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Solution Overview
Problem
Existing communication methods, such as emails and automated voice recordings, have varying success rates and costs, and there is a need for technologies that can optimize and manage different communication methods to effectively reach users, particularly in outreach programs like health plan organizations communicating with patients about care gaps.
Innovation Solution
A contact management system that uses a cloud-computing environment to monitor and manage communication activities with user devices, scheduling and transmitting commands for various contact types, including SMS, email, IVR calls, and live person calls, to achieve member objectives, such as reminding patients to complete medical screenings by analyzing previous contact event results to adjust communication strategies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If automated email reminders are used for population outreach, then transmission cost is reduced, but response rate decreases
Solution Approach 1:
The system dynamically selects contact types based on real-time analysis of user response patterns, previous contact history, and population characteristics. This allows the outreach system to adapt communication strategies for different users, switching between low-cost automated methods and high-engagement human methods optimally.
Solution Approach 2:
The system changes key parameters including contact type selection, timing of communications, and frequency of outreach based on analyzed performance data. By adjusting these parameters dynamically, the system optimizes both cost efficiency and response rates across different population segments.
2Productivity
If live telephone calls are used for population outreach, then response rate increases, but transmission cost increases
Solution Approach 1:
The population is segmented into different groups based on characteristics such as responsiveness to automated contact, urgency of outreach, and demographic factors. This segmentation allows the system to apply cost-effective automated contact methods to segments where they work well, while reserving expensive live calls for segments that require personal engagement.
Solution Approach 2:
The system continuously monitors and analyzes response rates, cost metrics, and user behavior data from previous contact events. This feedback loop enables the system to learn which contact types work best for different population segments and to optimize future contact strategies accordingly, reducing overall costs while maintaining high response rates.
3Productivity
If diverse contact types are used for different users, then outreach effectiveness improves, but system complexity increases
Solution Approach 1:
The system automatically performs contact type selection, scheduling, and optimization without requiring manual intervention. The automated analysis of contact event data and intelligent routing to appropriate contact methods reduces operational complexity while maintaining high outreach effectiveness.
Solution Approach 2:
The contact management system is designed as a universal platform that can handle multiple contact types (automated emails, text messages, voice calls, live calls) through a single integrated system. This multi-functional design simplifies management compared to maintaining separate systems for each contact method.
Data Source
AI summary
A system may include various user devices coupled to a cellular network. Each user device may be associated with a respective member of a predetermined population. The system may further include a contact management server coupled to the cellular network. The contact management server may determine a previous contact event of a user device among the user devices. The contact management server may further determine a selection of a first contact type for contacting the user device. The first contact type may be different from a second contact type of the previous contact event. The contact management server may further transmit a command that triggers the contact event of the user device based on the first contact type.