Dynamic Call Routing with Personalized Policy Evaluation
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Solution Overview
Problem
Conventional call routing in telecommunications systems relies on fixed and uniform options presented to users, which can lead to incorrect routing due to inaccurate or unavailable contextual information, and lacks personalization based on user-specific conditions.
Innovation Solution
Implementing a method where users specify personalization policies based on conditions such as time, presence, and location, with algorithms to evaluate and order actions, allowing for dynamic and user-specific call routing options, and a default action in case of incomplete information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If fixed and uniform call routing options are presented to all users, then device complexity is reduced and ease of operation is improved, but adaptability to user-specific conditions deteriorates and routing accuracy decreases
Solution Approach 1:
The system dynamically generates and presents call routing options based on real-time evaluation of user-specific conditions such as location, time, and device state. The set of options and their order are not fixed but adapt dynamically to each user's current context, resolving the contradiction between ease of operation and adaptability.
Solution Approach 2:
The patent applies local quality by customizing the call routing interface for each individual user based on their specific conditions and preferences. Each user receives a personalized set of options tailored to their current situation, rather than a uniform set for all users, thereby achieving both ease of operation through personalization and high adaptability.
2Adaptability or versatility
If contextual information is used to generate call routing modes, then adaptability to user conditions is improved, but reliability deteriorates when contextual information is incorrect or unavailable
Solution Approach 1:
The system performs preliminary actions by pre-configuring multiple possible routing options and establishing default actions before the call routing decision is needed. When contextual information is incomplete or unreliable, the system can fall back to pre-established default options, ensuring reliable call routing even when real-time contextual data is unavailable or incorrect.
Solution Approach 2:
The patent implements beforehand cushioning by preparing backup routing options and default actions in advance. If the evaluated contextual information leads to potentially incorrect routing decisions, the system has pre-configured alternative options ready to ensure reliable call delivery, thus cushioning against the unreliability of contextual information.
3Device complexity
If the same set of routing options is presented to all users, then device complexity is reduced, but loss of information occurs due to inability to present user-relevant options
Solution Approach 1:
The patent applies segmentation by dividing the call routing options into segments based on user-specific conditions and relevance. Instead of presenting a single uniform set of options to all users, the system segments and presents only the most relevant options to each user based on their current context, reducing information loss while maintaining manageable complexity through selective presentation.
Data Source
AI summary
A method and apparatus for a processing of a call in a telecommunication system is provided. Multiple personalization policies are specified by a callee (106) for a processing of calls. Each personalization policy is based on one or more conditions. Each condition of the multiple personalization policies is evaluated (202). A set of actions then is selected based on the evaluation of the conditions, wherein each action in the set of actions corresponds to a personalization policy. A subset of the set of actions then may be presented (204) to the callee as a set of options, wherein each option corresponds to an action in the subset of the set of actions and wherein an order of the options presented may be based on an algorithms. Thereafter, an option is selected (206) from a set of options, and the call is processed based on the selected option.