Contact Center Request Routing Using Profile-Based Prioritization
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Solution Overview
Problem
Conventional contact center routing systems rely on user interaction with IVR menus, which can lead to misinterpretation and inefficiencies, failing to consider user engagement histories, resulting in increased wait times and resource strain.
Innovation Solution
A contact center system that utilizes user and agent profiles to determine routing based on prioritization scores, establishing a private session between user and agent devices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If conventional IVR menu routing is used, then the system structure is simple, but routing accuracy deteriorates due to user misinterpretation and failure to consider user histories
Solution Approach 1:
The system performs preliminary actions by accessing user profiles and engagement histories before routing occurs. User profiles are retrieved and processed in advance to determine prioritization scores, which then guide the routing decision. This preliminary data gathering and analysis enables more accurate routing without requiring complex real-time user input processing during the actual routing moment.
Solution Approach 2:
The patent introduces an intermediary mechanism using prioritization scores as a mediator between user profiles and routing decisions. Instead of directly analyzing complex user histories and engagement patterns during routing, the system converts this information into prioritization scores that serve as intermediate representations, simplifying the routing logic while maintaining high routing accuracy based on user histories.
2Loss of time
If user interaction with IVR menus is required, then routing can be performed, but wait time increases due to user misinterpretation and navigation requirements
Solution Approach 1:
The system extracts the routing decision-making process from the IVR menu interaction sequence. Instead of requiring users to navigate through multiple menu levels and interact with IVR prompts, the system extracts and processes user profile information and engagement histories automatically in the background, eliminating the need for time-consuming user navigation while maintaining routing functionality.
Solution Approach 2:
The routing system performs self-service by automatically accessing, processing, and utilizing user profile data and engagement histories without requiring user participation. The system independently analyzes past engagements and determines prioritization scores, thereby eliminating wait time associated with IVR navigation while maintaining accurate routing based on user-specific information.
3Productivity
If all agents are deployed to handle all request categories, then agent deployment is simple, but system efficiency deteriorates due to resource strain and inability to optimize
Solution Approach 1:
The system applies local quality by assigning different handling approaches to different request categories based on user profiles and engagement histories. Instead of uniform agent deployment across all categories, the system determines optimal routing decisions tailored to each user's specific needs and history, creating localized optimization for each request type while maintaining overall system efficiency.
Solution Approach 2:
The agent deployment strategy becomes dynamic rather than static. The system continuously monitors user engagement histories and updates routing decisions in real-time based on changing user needs and patterns. This dynamic adjustment allows the system to optimize productivity by directing requests to appropriate agents based on current user profiles and historical data, rather than using fixed deployment rules.
Data Source
AI summary
A contact center system uses user profiles and agent profiles to determine a routing for a contact center engagement request from a user device to an agent device. Responsive to the contact center engagement request, a user profile associated with the user device is accessed to determine a prioritization score. The prioritization score can be determined in some cases using both information associated with the user profile and input obtained from the user device. Agent profiles are accessed to determine an agent to support the contact center engagement request based on the prioritization score. Each of the agent profiles corresponds to a different contact center agent or agent group. The determined agent may be selected from amongst a plurality of candidates identified based on the profile evaluation. A private session is then established between the user device and a device of the agent.