Automated Contact Study Analysis System for Call Centers
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Solution Overview
Problem
Current methods for analyzing contact studies in Business Transformation Outsourcing (BTO) operations, such as those in call centers, are inefficient and require expert knowledge in statistics and sampling, making them costly and time-consuming.
Innovation Solution
A method and system that includes a Collector tool for data acquisition, a Planner tool for study design, and an Analyzer logic for automated data analysis, allowing for the selection of appropriate chart formats and generation of charts based on data parameters, reducing the need for manual expertise and shortening analysis time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual expert analysis methods are used for contact studies, then measurement precision and reliability are improved, but loss of time and productivity deteriorate
Solution Approach 1:
The system enables automated self-service analysis where the Analyzer logic automatically processes contact study data, selects appropriate chart formats, and generates visualizations without requiring manual expert intervention. This maintains analysis quality while dramatically reducing the time and cost associated with expert manual analysis.
Solution Approach 2:
The patent replaces the mechanical system of manual expert analysis with an automated computational system. The Analyzer logic substitutes human experts by automatically performing data processing, parameter selection, and chart generation tasks that previously required statistical and sampling methodology expertise.
2Productivity
If automated analysis methods are used, then productivity and ease of operation are improved, but measurement precision may deteriorate
Solution Approach 1:
The system incorporates feedback mechanisms where the Analyzer logic automatically validates data parameters, verifies conformity to study design, and selects appropriate chart formats based on the characteristics of the input data. This feedback loop ensures that automated analysis maintains precision by adapting to the specific requirements of each dataset.
Solution Approach 2:
The system dynamically adjusts analysis parameters based on the input data characteristics. The Analyzer logic automatically selects data parameters and chart formats by changing the parameters of the analysis process to match the specific requirements of each contact study, thereby maintaining precision across diverse datasets.
3Measurement precision
If expert knowledge is required for contact study analysis, then measurement precision is improved, but device complexity and ease of operation worsen
Solution Approach 1:
The system encapsulates expert knowledge within the Analyzer logic, which automatically performs tasks that previously required expert intervention. Users can operate the system without statistical or sampling methodology expertise, as the system self-services by automatically selecting parameters, validating data, and generating appropriate visualizations.
Solution Approach 2:
The Analyzer logic serves multiple functions: it validates data conformity to study design, selects appropriate data parameters, determines suitable chart formats, and generates visualizations. This multi-functional approach consolidates what previously required multiple expert skills into a single automated system that is easy to operate.
Data Source
AI summary
A method, system and computer-readable medium for analyzing contact studies for a call service center is presented. The method includes the steps of: acquiring data instances of a Collector tool from all persons monitoring contacts at a call service center during a given study period; retrieving a study design from a Planner tool to verify that acquired data instances conform to the study design; selecting data parameters for the acquired data instances, wherein the data parameters describe multiple features of the acquired data; automatically selecting an appropriate chart format that is appropriate for measurement units used by the data parameters; and creating a chart using the appropriate chart format and the data parameters. The steps in the method may all be automatically performed by an Analyzer logic.