Contact Management Server for Adaptive Outreach Routing
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Solution Overview
Problem
Existing communication methods, such as text messaging 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.
Innovation Solution
A system and method that utilize a contact management server to analyze previous contact event data, determine the most effective contact type, and automatically trigger contact events, such as SMS, email, IVR calls, or live calls, to achieve member objectives, like returning care gap kits, by selecting a different contact type if previous attempts fail.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If automated email reminders are used for user outreach, then transmission cost is reduced, but response rate deteriorates
Solution Approach 1:
The system dynamically adjusts communication methods based on user response patterns and historical data. It transitions from static automated emails to adaptive multi-channel approaches (email, SMS, automated calls, human intervention) depending on the user's engagement level, thereby optimizing both cost and response rate
Solution Approach 2:
The system implements feedback loops by tracking user responses to previous communications and using this information to adjust future communication strategies. It analyzes response rates and modifies the approach (e.g., switching from email to SMS or escalating to human callers) based on observed user behavior, improving response rates while managing costs
2Reliability
If live telephone calls are used for user outreach, then response rate is improved, but transmission cost deteriorates
Solution Approach 1:
The system uses dynamic routing to determine the appropriate communication channel for each user. Instead of universally using expensive live calls, it adapts the method based on user preferences, historical response data, and current engagement levels, reserving live calls for cases where they are most likely to be effective
Solution Approach 2:
The system uses automated communication methods (emails, automated calls, SMS) as substitutes for expensive live telephone calls in appropriate scenarios. These automated copies replicate the outreach function at lower cost, with live calls serving as a backup or escalation option only when necessary
3Reliability
If multiple communication methods are used for different users, then response rate is improved, but system complexity deteriorates
Solution Approach 1:
The system implements a universal communication management platform that handles multiple communication channels (email, SMS, automated calls, live calls) through a single integrated system. This multi-functional platform uses centralized user profiles and preference storage to manage diverse communication methods without proportionally increasing complexity
Solution Approach 2:
The system manages complexity by changing parameters such as user communication preferences, contact information, and engagement levels in a centralized database. By parameterizing user profiles and communication rules, the system can adapt to multiple communication scenarios without requiring complex custom logic for each case
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.