Dedicated Agent Routing via Rating and Load Intersection
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Solution Overview
Problem
Current systems that allow customers to access company information often require providing contact information, leading to inconsistent agent interactions, which hinders the development of personal relationships between customers and dedicated agents.
Innovation Solution
A computer-implemented method that links requestors to dedicated agents by selecting agents based on ratings adjusted for factors like interaction time, assigned customers, and missed calls, ensuring consistent communication through text, voice, or online chat.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If contact information is required to access company information, then the company can follow up with customers, but it creates a barrier between the customer and the information
Solution Approach 1:
The system performs preliminary actions by collecting contact information upfront and proactively reaching out to customers before they need to contact the company, thereby reducing the need for customers to initiate contact and access information barriers
2Productivity
If different agents are assigned to customers on different contact occasions, then agent availability is optimized, but consistent pairing between customer and agent cannot be established
Solution Approach 1:
The system uses feedback loops to track customer-agent interactions and automatically reassign customers to their original agents when those agents become available, balancing agent workload while maintaining consistent pairings for relationship building
Solution Approach 2:
The agent assignment system dynamically adjusts between static pairing (for relationship consistency) and dynamic reassignment (for agent availability), changing the pairing strategy based on real-time agent status and customer needs
3Productivity
If agents are selected without considering ratings and interaction history, then assignment speed is increased, but service quality and personal relationship development are hindered
Solution Approach 1:
The system performs preliminary actions by pre-calculating and storing agent ratings, availability, and suitability scores before customer contact occurs, enabling rapid assignment decisions that consider service quality metrics without slowing down the assignment process
Data Source
AI summary
A method is presented for linking a requestor to an agent of an entity. The method includes receiving a request to connect to an agent of an entity from a given requestor, retrieving a pool of agents from a data store, and determining a first subset of agents from the pool of agents, where agents in the first subset of agents have highest rating amongst agents in the pool of agents. The method also includes determining a second subset of agents from the pool of agents, where the agents in the second subset of agents have lowest number of assigned customers amongst the agents in the pool of agents. The method also includes identifying an intersection between the first subset and second subset, and assigning a dedicated agent to the given requestor from the intersection. The method also includes establishing a communication link between the given requestor and the dedicated agent.