Dynamic Call Routing via Elastic Search Agent Matching
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Solution Overview
Problem
Current call routing technologies in contact centers lack interoperability standards, leading to high integration costs and vendor-specific solutions with complex, custom-designed routing rules, making it difficult to switch vendors and manage multi-vendor environments effectively.
Innovation Solution
A dynamic and intelligent call routing system using Amazon Web Services (AWS) Elastic Search to match incoming call attributes with agent skills, employing a word matching algorithm to identify suitable agents based on proficiency levels, allowing for vendor-agnostic routing strategies and reducing integration costs.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If vendor-specific routing rules are used, then call routing functionality can be implemented, but integration costs increase and vendor switching becomes difficult
Solution Approach 1:
The patent implements a universal routing rule format that can be used across multiple contact center platforms. The routing rules are defined in a standardized structure that enables the same rule set to function in different vendor environments, eliminating the need for vendor-specific custom rules and reducing integration costs while enabling seamless vendor switching.
Solution Approach 2:
The patent introduces a standardized routing rule format as an intermediary layer between the call routing system and the contact center platform. This intermediary format acts as a universal translator that allows routing decisions to be implemented across different vendors without requiring vendor-specific customization, thereby reducing integration complexity and enabling vendor agility.
2Adaptability or versatility
If custom-designed routing rules are used, then specific routing needs can be met, but system complexity increases
Solution Approach 1:
The patent segments the routing rule structure into distinct, standardized components including priority levels, skill criteria, and routing actions. This segmentation allows complex routing needs to be expressed through combinations of simple, standardized elements rather than monolithic custom rules, reducing overall system complexity while maintaining routing customization capabilities.
Solution Approach 2:
The patent uses parameter changes within a standardized rule format to achieve routing customization. Instead of creating custom rules for each scenario, the system adjusts parameters such as priority values, skill thresholds, and matching criteria within the standardized structure to meet specific routing needs, thereby reducing complexity while maintaining adaptability.
3Productivity
If skills-based routing is implemented, then agent utilization improves, but system complexity increases
Solution Approach 1:
The patent uses a standardized routing rule format that can be copied and reused across different scenarios and platforms. Instead of creating unique complex routing logic for each skill-based routing need, the system copies and adapts standardized rule templates, reducing system complexity while maintaining high agent utilization through consistent skills-based routing logic.
Data Source
AI summary
A computerized method of routing calls includes the following steps performed by a server computing device: receiving a set of call attributes associated with an incoming call; identifying a document containing call routing instructions corresponding to the call attributes by querying a search index in electronic communication with the server computing device; identifying, based on the document, a set of suitable agents having a skill and a suitable proficiency in the skill by querying an agent skills database in electronic communication with the server computing device; identifying a set of available agents in the set of suitable agents by querying an agent status database in electronic communication with the server computing device; and routing the incoming call to a target agent in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent.