Context-Aware Call Routing Using Real-Time Session Analytics
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Solution Overview
Problem
Existing call-center dispatching systems rely on pre-defined routing lists that do not consider the specific context of communication sessions, make determinations after sessions end, and require specialized hardware, leading to inefficiencies, delays, and customer dissatisfaction.
Innovation Solution
A system with an applications server and analytics engine that monitors communication sessions, determines routing addresses during the session based on user characteristics like technical skills, and evaluates party performance using an AI model.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If pre-defined routing lists are used for call dispatching, then the system is simple to implement, but the dispatching accuracy and adaptability to specific communication contexts deteriorate
Solution Approach 1:
The patent implements dynamic routing by continuously monitoring communication session parameters (call flow, user interactions, session duration) and adjusting routing decisions in real-time. The system transitions from static pre-defined routing lists to a dynamic routing mechanism that adapts to the specific context of each communication session, thereby improving dispatching accuracy without requiring overly complex manual configuration.
Solution Approach 2:
The system incorporates feedback loops where the analytics engine analyzes actual call flow information and uses this feedback to determine optimal routing addresses. The monitoring of communication sessions provides continuous feedback about user behavior and session characteristics, which the routing system uses to make more accurate dispatching decisions, resolving the contradiction between simplicity and accuracy.
2Speed
If routing determination is made after communication session ends, then the system processing is simple, but the response time and customer satisfaction deteriorate
Solution Approach 1:
The system performs preliminary analysis of communication session parameters during the session itself rather than waiting for it to end. The analytics engine continuously processes call flow information, user interactions, and session characteristics in real-time, enabling routing determination to be made during the session. This preliminary action significantly reduces response time and improves customer satisfaction while the processing complexity is managed through efficient real-time analytics.
3Adaptability or versatility
If specialized hardware is required for dispatching, then the system performance is reliable, but the accessibility and scalability deteriorate
Solution Approach 1:
The patent replaces specialized hardware requirements with a software-based analytics engine that runs on standard computing platforms. The system uses software algorithms to analyze communication data and determine routing addresses, eliminating the need for dedicated hardware infrastructure. This substitution dramatically improves accessibility and scalability while maintaining reliable performance through robust software-based processing.
Solution Approach 2:
The system is designed to be universally applicable across different communication scenarios and platforms. The analytics engine can process various types of communication data (voice, text, video) and adapt to different session characteristics without requiring specialized hardware for each function. This multi-functionality enables the system to serve diverse dispatching needs while maintaining high reliability through unified software-based processing.
Data Source
AI summary
The disclosure relates to a system and method for dynamic context-aware dispatching where an applications server is communicatively coupled to an analytics engine. The applications server monitors a communication session, obtains information about an actual call flow of the communication session, and sends the obtained information about the actual call flow of the communication session to the analytics engine. The analytics engine determines, based on an analysis of the obtained information about the actual call flow of the communication session, a routing address for the communication session, where the determination occurs during the communication session.