CRM Voice Routing via Chatbot Orchestrator

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Solution Overview

Problem

Current customer relationship management (CRM) and contact center (CC) systems lack integration, leading to inefficiencies in voice communication routing, increased costs, complexity, and security issues, as well as duplication of efforts and disparate customer experiences due to the lack of direct data-driven routing decisions.

Innovation Solution

A call management system that utilizes a voice engine, chat engine, and orchestrator to enable CRM systems to handle initial voice communication tasks, including IVR, and route calls to human agents based on collected information without relying on traditional CC providers, using Speech-to-Text and Text-to-Speech technologies for information exchange and chat bot interactions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If a separate CC provider with ACD and IVR is used to handle voice communications, then voice routing capability is improved, but system complexity and cost increase

Engineering Contradiction:

Improvevoice routing capabilityVSAvoidsystem complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The patent merges the ACD and IVR voice routing functions into the existing CRM system, eliminating the need for a separate CC provider. The CRM system now handles both customer data management and voice communication routing through integrated chatbot and orchestrator components, reducing overall system complexity while maintaining routing capability.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The CRM system is extended to perform multiple functions: it manages customer relationship data, handles chat communications, and now performs voice call routing through the chatbot and orchestrator. This multi-functional approach replaces the need for specialized CC provider infrastructure.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Reliability

If a separate CC provider with ACD and IVR is used to handle voice communications, then voice routing capability is improved, but cost increases

Engineering Contradiction:

Improvevoice routing capabilityVSAvoidcost

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

Inventive Principle:

Principle #5Merging (Combining)

3Loss of information

If CRM and CC providers are integrated through data pushing and pulling, then data-driven routing decisions are improved, but security issues and complexity increase

Engineering Contradiction:

Improvedata-driven routing decisionsVSAvoidintegration complexity

Core Design Contradiction:

Loss of informationVSDevice complexity

Solution Approach 1:

The patent introduces an orchestrator as an intermediary component that manages communication between the chatbot and CRM system. The orchestrator retrieves customer data from CRM based on chatbot-collected information, enabling data-driven routing decisions without requiring complex bidirectional integration between separate CC and CRM systems.

Inventive Principle:

Principle #24Intermediary (Mediator)

4Productivity

If automated chatbot handles initial voice communication tasks, then human agent involvement is reduced, but automation capability must increase

Engineering Contradiction:

Improvesupport service efficiencyVSAvoidautomation capability

Core Design Contradiction:

ProductivityVSExtent of automation

Solution Approach 1:

The patent implements a chatbot that autonomously handles initial customer interactions, collects necessary information, queries CRM for relevant data, and performs call routing without human intervention. This self-service automation reduces the need for human agents to handle routine tasks while maintaining service quality.

Inventive Principle:

Principle #25Self-service

Applied Scientific Principles

This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.

Function Achieved in This Case

This solution streamlines call management by eliminating the need for separate ACD solutions, reducing costs and complexity, and providing a unified customer experience by enabling data-driven routing decisions within the CRM system, thereby minimizing human agent involvement and improving support service efficiency.

Implementation Method 1

using Speech-to-Text and Text-to-Speech technologies for information exchange and chat bot interactions

Methodology Applied

Scientific EffectSpeech-to-Text:

Implementation Method 2

using Speech-to-Text and Text-to-Speech technologies for information exchange and chat bot interactions

Methodology Applied

Scientific EffectText-to-Speech:

Data Source

PatentUS11032420B2Telephone call management system

Publication Date: 2021.06.08 UPLAND SOFTWARE INC LOGICIELS UPLAND INC

AI summary

A conventional call center includes a contact center (CC) and a customer relationship manager (CRM). The CC receives a communication and handles the initial voice communication tasks, which enables the CC to route the call to an appropriate agent. The CRM includes a data repository for the organization, including all the information relating to each client and their interactions with the organization. The CRM may also include an interface software for displaying the information from the data repository relevant to the caller on the agent's screen, and for enabling data entry and removal. To eliminate the need for the CC, an improved CRM system provides initial voice communication tasks with an automated chat session to establish call context, solve initial problems, and then route the call to a human agent, if necessary, based on information garnered.