Intelligent Customer Service Query Routing System

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Solution Overview

Problem

Current customer service query management and routing systems are inefficient, leading to longer response times, breached service level agreements, and lower client satisfaction due to manual processing of vast amounts of client communications across multiple systems without reliable filtering or tracking.

Innovation Solution

An intelligent customer service query management system utilizing a predictive analytics engine that parses keywords, applies tags, and automatically routes communications through a management platform dashboard, with a periodic model build processing component to optimize predictive models, enabling real-time filtering and categorization of client communications.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If manual review and sorting of client emails is used, then representatives can identify actionable queries, but the process is laborious and inefficient leading to longer response times

Engineering Contradiction:

Improvequery processing efficiencyVSAvoidresponse time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The patent replaces the manual mechanical process of reviewing and sorting emails with an automated machine learning system. The predictive analytics engine uses natural language processing and classification algorithms to automatically analyze incoming communications, identify actionable queries, and route them to appropriate representatives, eliminating the need for manual review while improving both efficiency and response time

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system enables self-service by allowing the email routing system to automatically perform the filtering, classification, and routing functions that previously required human intervention. The machine learning models continuously learn from feedback and automatically improve their classification accuracy, making the system self-optimizing without requiring manual reconfiguration

Inventive Principle:

Principle #25Self-service

2Extent of automation

If hard-coded outlook rules are used for routing, then emails can be automatically sorted, but the system lacks intelligence to distinguish actionable from non-actionable queries

Engineering Contradiction:

Improveautomatic routing capabilityVSAvoidquery classification accuracy

Core Design Contradiction:

Extent of automationVSReliability

Solution Approach 1:

The patent transforms the rigid parameter-based hard-coded rules into dynamic, learning-based classification parameters. The machine learning models analyze multiple features of incoming emails (content, sender, context, historical patterns) and continuously adjust classification parameters based on feedback, enabling both high automation and high reliability in query routing

Inventive Principle:

Principle #35Parameter changes

Solution Approach 2:

The system transitions from static hard-coded routing rules to dynamic, adaptive classification. The predictive analytics engine continuously learns from new data and feedback, automatically updating its classification models to improve accuracy over time, making the routing system both highly automated and increasingly reliable

Inventive Principle:

Principle #15Dynamics

3Loss of information

If representatives manually track communications across multiple systems, then all client interactions can be monitored, but duplicate work and inefficiencies occur

Engineering Contradiction:

Improvecommunication tracking completenessVSAvoidrepresentative efficiency

Core Design Contradiction:

Loss of informationVSProductivity

Solution Approach 1:

The patent merges multiple separate tracking systems into a single unified platform. The system consolidates email, chat, and other communication channels into one interface, automatically tracking all client interactions across channels without requiring representatives to manually check multiple systems, thereby maintaining complete information while eliminating duplicate work

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The unified communication platform provides multi-functional capabilities, serving as both a tracking system and an automated routing system simultaneously. The platform can monitor all client interactions across multiple channels while also automatically classifying and routing queries, reducing the need for separate manual tracking processes

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS11810126B2System and method for implementing an intelligent customer service query management and routing system

Publication Date: 2023.11.07 JPMORGAN CHASE BANK NA

AI summary

An embodiment of the present invention is directed to an intelligent customer service and query management and routing system. The innovative system comprises a communications server that receives a query from a client; a predictive analytics engine that applies predictive analytics to the query including parsing keywords and phrases; classifying the keywords and phrases; and applying a tag to the query; a management platform dashboard that provides an interface to a customer service representative to provide feedback to the predictive analytics engine and further applies automatic routing and categorization into a plurality of communication inboxes; and a periodic model build processing component that builds, monitors, optimizes and deploys one or more predictive models executed by the predictive analytics engine.