Digital On-Duty Assistant for Real-Time Support Routing
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Solution Overview
Problem
Routing support requests to the appropriate support personnel and scheduling specialists in technological and business systems can be difficult and confusing, as existing systems lack efficient methods to manage and update schedules and contact information in real-time.
Innovation Solution
A digital on-duty assistant (DOA) system that receives and routes support requests to the appropriate specialists based on their schedules and expertise, manages on-duty schedules, and updates contact information in real-time, ensuring that customer requests are directed to the correct personnel via various communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If manual scheduling and routing methods are used, then system complexity is reduced, but routing accuracy and scheduling efficiency deteriorate
Solution Approach 1:
The patent introduces a digital on-duty assistant as an intermediary system between support requests and support personnel. This DOA maintains a support record with schedule information and contact details, automatically matching requests to appropriate specialists based on their availability and expertise, thereby improving routing accuracy without requiring complex direct coordination between all system components
Solution Approach 2:
The support specialists maintain their own schedule information and contact details in the support record, allowing the system to automatically update and manage routing information without requiring manual intervention from administrators. The DOA autonomously queries the support record and routes requests based on current availability
2Productivity
If real-time schedule updates are implemented, then scheduling efficiency is improved, but information management complexity worsens
Solution Approach 1:
The system implements feedback mechanisms where support specialists can update their schedule information and contact details in the support record, and the digital on-duty assistant continuously queries these updates. When changes are detected, the DOA automatically adjusts request routing to reflect current availability, ensuring real-time scheduling efficiency without manual reconfiguration
Solution Approach 2:
The support record serves multiple functions: storing schedule information, maintaining contact details, enabling availability queries, and supporting automatic routing decisions. This multi-functional design consolidates information management into a single system component, reducing overall complexity while enabling real-time updates across different operations
3Speed
If automated routing system is implemented, then routing speed is improved, but system complexity worsens
Solution Approach 1:
The system performs preliminary actions by pre-establishing the support record with schedule information and contact details for all support specialists before routing requests occurs. The digital on-duty assistant has pre-configured matching criteria based on expertise areas and availability, enabling rapid automated routing decisions without requiring complex real-time analysis when requests arrive
Data Source
AI summary
System, method, and various embodiments for providing a digital on-duty assistant are described herein. An embodiment operates by receiving a support request from a customer over a communication channel. A channel type corresponding to the communication channel over which the support request was received is identified. Which of a plurality of support specialists is assigned to service the support request over the channel type is identified. Contact information, corresponding to the channel type, for the identified support specialist is determined. The support request is forwarded to the identified support specialist based on the contact information corresponding to the channel type of the communication channel.