Automated Dialer Contact Prioritization via Dynamic Sequence Adjustment
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current automated dialers in contact centers lack the ability to dynamically adjust the order of contacting customer communication devices based on factors like day of the week, holidays, and time of day, leading to wasted time attempting to reach customers on less likely devices first.
Innovation Solution
An automated dialer system that determines the likelihood of successful contact for different device types by calculating a success rate and probability, and dynamically adjusts the order of contact attempts based on these metrics, considering geographic, geopolitical, and geocultural factors to prioritize the most likely device for initial contact.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a fixed order of device types is used for contact attempts, then the dialer can operate with simple rules, but it wastes time by attempting to reach customers on less likely devices first
Solution Approach 1:
The dialer dynamically adjusts the order of device type attempts based on real-time data about customer availability patterns, day of week, time of day, and holiday information. Instead of using a static predetermined order, the system continuously adapts the calling sequence to match current conditions, thereby reducing wasted calls and improving overall dialer productivity
Solution Approach 2:
The system changes the parameter of call attempt order based on multiple variables including day of week, time of day, holiday status, and historical success rates. By modifying this parameter dynamically rather than keeping it fixed, the dialer optimizes contact success rates and reduces time spent on unsuccessful attempts
2Reliability
If the dialer attempts to contact all device types in a predetermined order, then it ensures all devices are tried, but it cannot account for day of week, holidays, or time of day variations
Solution Approach 1:
The system performs preliminary analysis of customer contact patterns, historical data, and contextual factors (day of week, time of day, holidays) before determining the optimal calling sequence. This advance preparation allows the dialer to anticipate which devices are most likely to be answered and prioritize them accordingly
Solution Approach 2:
The dialer incorporates feedback loops that continuously monitor contact success rates for different device types under various conditions. This feedback is used to refine and update the calling order predictions, enabling the system to adapt to changing patterns and improve reliability over time
Data Source
AI summary
A microprocessor executable contact manager operable to determine, for selected different types of customer communication devices, a likelihood of contacting successfully a customer at a respective type of customer communication device and select, based on the likelihood, an order and/or sequence in which to contact customer communication devices of the different customer communication device types.