Cross-Channel Router for Call Routing Efficiency
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Solution Overview
Problem
Current telephone-based systems are inefficient in routing calls from clients who have previously interacted with an organization's website, as they lack awareness of the client's previous activity, leading to unnecessary time and effort for both clients and organizations, and often result in misrouting, causing client dissatisfaction and increased operational expenses.
Innovation Solution
A cross-channel routing system that monitors client activities on the organization's site, stores this data in an activity database, and uses predictive rules to accurately route calls to the appropriate service representative, prioritizing telephone prompts based on the client's previous interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional telephone-based routing systems are used without monitoring website activity, then the system structure remains simple, but call routing efficiency deteriorates and clients experience unnecessary navigation through automated menus
Solution Approach 1:
The system performs preliminary action by monitoring and recording client activities on the website before the client makes a phone call. Client activity data is captured and stored in advance, allowing the routing system to access this information when the call arrives and make intelligent routing decisions without requiring the client to re-navigate through menus.
Solution Approach 2:
The system implements feedback by using the monitored client activity data to dynamically adjust call routing decisions. The routing system receives feedback about what the client was viewing or interacting with on the website and uses this information to determine the most appropriate destination for the call, thereby improving routing efficiency.
2Reliability
If the telephone system does not have access to client activity data, then the system remains simpler to operate, but call misrouting increases and client satisfaction decreases
Solution Approach 1:
The system merges the website activity monitoring function with the telephone routing function by integrating client activity data into the routing decision-making process. The routing system combines traditional phone call information with website activity data to make more accurate routing decisions, thereby improving reliability.
Solution Approach 2:
The system uses an intermediary mechanism (the routing system itself) that bridges the gap between website activity monitoring and telephone call routing. This intermediary component processes and integrates client activity data with call information to determine appropriate routing decisions, improving accuracy without requiring direct integration between all system components.
3Loss of time
If clients must re-navigate through automated menus without knowledge of previous website interactions, then the routing system remains simpler, but client time and effort increase
Solution Approach 1:
The system performs preliminary action by capturing and storing client activity data from website interactions before the phone call occurs. This pre-collected information is then available to the routing system, eliminating the need for clients to re-navigate through automated menus and reducing their time and effort.
Solution Approach 2:
The system enables self-service by automatically using the client's own activity data to make routing decisions. The client's previous website interactions are automatically considered in the routing process without requiring explicit input from the client during the call, thereby reducing their effort and time.
Data Source
AI summary
Activities performed by a client at a site of an organization are monitored and stored in an activity database. A call is thereafter received from the client at a telephone system of the organization, which performs an identification of the client. The identification is provided to a cross-channel router as a request for a prediction on where the call from the client should be routed, and the router indexes into the activity database based on the identification of the client to obtain the monitored activity of the client. The router employs predicting rules and the obtained activity to generate a prediction of client needs, and returns the generated prediction to the telephone-based system, which presents prioritized telephone prompts to the client according to the returned prediction to help in routing the call.