Contextual Data Routing for Conference Sessions
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Solution Overview
Problem
Current conferencing systems lack the ability to efficiently route users to the best-matched organizational representatives based on user and organizational preferences, leading to suboptimal interactions and relationship management between businesses and consumers.
Innovation Solution
A system and method that introduces user context into the routing process, utilizing a data management server to gather and manage user and organizational profiles, allowing for contextualized data-driven routing decisions to connect users with the most suitable representatives within an organization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional conferencing systems use flat namespace authentication, then user identity verification is simplified, but the ability to determine organizational membership and route users to appropriate representatives is lost
Solution Approach 1:
The system segments the flat namespace into hierarchical organizational structures by introducing organization-specific namespaces. User identities are now associated with both their personal identifiers and their organizational contexts, allowing the system to segment routing decisions based on organizational boundaries, departments, and user roles while maintaining simplified authentication at the individual user level.
Solution Approach 2:
The system adds an organizational dimension to the previously flat user identity space. By introducing hierarchical namespace layers (organization → department → user), the system enables routing decisions to consider multiple dimensions simultaneously: user preferences, organizational structure, departmental expertise, and availability, transforming a two-dimensional authentication problem into a multi-dimensional routing solution.
2Speed
If users are connected to the next available representative in CRM systems, then connection speed is improved, but the quality of match between user and representative deteriorates
Solution Approach 1:
The system implements feedback loops where routing decisions are continuously refined based on interaction outcomes. User preferences, representative performance metrics, and match quality data are fed back into the routing algorithm, allowing the system to learn and improve matching accuracy over time while maintaining fast connection speeds through cached routing decisions and real-time availability checks.
Solution Approach 2:
The system dynamically adjusts routing parameters based on contextual factors such as user history, representative workload, skill matching scores, and organizational policies. By changing the weightings and thresholds of various routing parameters in real-time, the system can optimize for either speed or matching accuracy depending on current conditions, or achieve a balanced optimization of both objectives simultaneously.
3Measurement precision
If contextualized data routing is implemented, then user-to-representative matching quality is improved, but system complexity increases
Solution Approach 1:
The system segments the complex routing logic into modular components: organization profile management, user preference tracking, representative skill databases, real-time availability checking, and decision algorithms. Each module handles a specific aspect of the routing process, making the overall complex system manageable through clear separation of concerns and independent deployment of individual components.
Solution Approach 2:
The system introduces intermediary layers including organization profiles that mediate between user identities and representative databases, and routing servers that act as intermediaries between availability information and final routing decisions. These intermediaries abstract the complexity of contextualized matching, presenting simplified interfaces to clients while handling sophisticated multi-factor routing logic internally.
Data Source
AI summary
The present invention relates generally to data and signal routing. More particularly, the present invention relates to certain new and useful advances in invitation routing for conference sessions, of which the following is a specification, reference being had to the drawings accompanying and forming a part of the same. Conferencing through various forms of media has rapidly evolved in the last few decades, particularly due to the introduction of low-cost, high-capacity communications networks. Videoconferencing and videophone calling, in particular, have made significant strides due in part to the development of tablet computers and smart phones, but also globalization of the market.