Dynamic Call Routing System with Adaptive Handling Profiles
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Solution Overview
Problem
Healthcare call centers face inefficiencies in routing calls, leading to increased costs, patient dissatisfaction, and the need for additional staff due to inadequate routing protocols and lack of flexibility in handling various types of calls.
Innovation Solution
A computer-implemented method and system for dynamic call routing using a call mapping system with a CT-MPI protocol, which provides a resource interface to map resources based on current and predicted calls, determines a dynamic handling profile, and identifies routing rules to efficiently route calls to the appropriate resource, incorporating feedback for continuous improvement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional routing protocols are used in call centers, then infrastructure costs are reduced, but call routing accuracy and efficiency deteriorate
Solution Approach 1:
The patent implements dynamic handling profiles that adapt routing behavior based on real-time call characteristics, agent availability, and historical performance data. The system continuously learns from call outcomes and adjusts routing decisions dynamically, transforming static routing protocols into adaptive, self-optimizing systems that improve accuracy without proportionally increasing infrastructure complexity
Solution Approach 2:
The system incorporates feedback loops where call handling results, agent performance metrics, and customer satisfaction data are continuously collected and used to refine routing profiles. This feedback mechanism enables the system to learn from past decisions and automatically improve routing accuracy over time, reducing the need for complex manual configuration and infrastructure expansion
2Productivity
If more staff are hired to handle increased call volume, then call handling capacity increases, but operational costs increase
Solution Approach 1:
The system changes the parameter of routing intelligence by implementing sophisticated handling profiles that contain multiple routing rules and decision criteria. These profiles enable existing agents to handle more diverse and complex call types effectively, increasing overall call handling capacity without requiring proportional increases in staffing levels
Solution Approach 2:
The dynamic handling profiles make existing agents more versatile by enabling them to efficiently handle multiple types of calls across different categories. The system's ability to dynamically assign appropriate handling profiles based on call characteristics allows a smaller, more flexible workforce to manage higher call volumes with improved efficiency
3Measurement precision
If dynamic handling profiles with multiple routing rules are implemented, then call routing precision improves, but system complexity increases
Solution Approach 1:
The system performs preliminary actions by pre-defining multiple routing rules and handling profiles that are prepared in advance. These profiles contain predetermined routing logic and decision criteria that are automatically selected and applied based on call characteristics, eliminating the need for complex real-time decision algorithms and reducing system complexity while maintaining high routing precision
Data Source
AI summary
A system, method, and computer program product to accurately route a call is disclosed, by providing a resource interface having one or more interface elements mapping a resource to a call based on current calls and predicted calls, determining a dynamic handling profile from a plurality of dynamic handling profiles that include call information which maps to a resource to provide a ruleset for handling one or more types of call requests, identifying a routing rule comprising one or more routing rules of the ruleset based on caller information, receiving an activation of a resource interface element of the resource interface to initiate a call routing request to forward an assigned call to the resource, and controlling the call routing request according to the routing rule of the dynamic handling profile to perform a call function associated with the assigned call.