Dynamic Agent Routing Using Real-Time Bio-Metric Feedback
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Solution Overview
Problem
Current contact center routing systems primarily focus on customer mood and agent skill levels, neglecting real-time bio-performance metrics of agents, which can impact efficiency and customer loyalty.
Innovation Solution
A system that monitors and dynamically updates agent bio-metric states to adjust skill levels in real-time, allowing for intelligent routing of interactions to optimize contact center efficiency by selecting the best-fit agent based on current performance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If static routing data is used based on agent availability and skill type, then routing simplicity is maintained, but contact center efficiency deteriorates due to ignoring real-time agent performance fluctuations
Solution Approach 1:
The patent applies dynamics by transitioning from static routing data to dynamic routing that incorporates real-time bio-performance metrics. Agent skill levels are no longer fixed but continuously updated based on monitored physiological states, allowing the routing system to adapt to changing agent performance levels without requiring complete system redesign
Solution Approach 2:
The system implements feedback by continuously monitoring agent bio-performance metrics and using this information to adjust routing decisions. The routing server receives real-time performance data and feeds it back into the routing logic, creating a closed-loop system that optimizes agent-customer matching based on current agent states
2Measurement precision
If real-time bio-metric monitoring is implemented to track agent performance, then routing intelligence is improved, but system complexity increases
Solution Approach 1:
The patent applies universality by designing a monitoring system that collects multiple types of bio-performance data (physiological metrics, performance indicators, mood states) through a unified monitoring framework. This multi-functional approach allows the same system infrastructure to support various measurement needs without requiring separate systems for each metric
Solution Approach 2:
The system uses an intermediary approach by introducing a routing server that acts as a mediator between the monitoring system and the routing decision-making process. The routing server aggregates and processes bio-performance data, translating complex monitoring outputs into actionable routing parameters that can be easily integrated into existing routing logic
3Reliability
If dynamic routing based on current agent state is used, then service quality is improved, but processing time increases
Solution Approach 1:
The patent applies preliminary action by pre-processing and aggregating bio-performance metrics before routing decisions are required. The system continuously monitors and updates agent performance data in advance, so when a routing decision is needed, the information is already prepared and available, eliminating the need for time-consuming real-time analysis at the moment of routing
Data Source
AI summary
A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models.