Dynamic Call Handling Workflow Optimization
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Solution Overview
Problem
Call handling treatments in contact centers are typically static and inflexible, making it difficult to assess and optimize their sequence, leading to suboptimal performance in meeting service level metrics such as within threshold abandons, which can impact customer satisfaction and operational efficiency.
Innovation Solution
A computer-implemented method that dynamically manages call handling treatments by monitoring performance indicators, determining associations between treatments and caller behavior, and altering workflows in real-time or during periodic reviews to promote, demote, add, or remove treatments based on observed deviations, allowing for dynamic re-programming of workflows.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If call handling treatments are made static and inflexible, then system complexity is reduced, but service level attainment deteriorates
Solution Approach 1:
The patent implements dynamic workflows that automatically adjust call handling treatments based on real-time performance data and caller behavior patterns. The system monitors key performance indicators and dynamically modifies treatment sequences, agent assignments, and routing decisions without requiring manual reconfiguration, thus maintaining service level attainment while avoiding excessive complexity through automated adaptation.
Solution Approach 2:
The system continuously monitors performance indicators and caller behavior, using this feedback to automatically adjust and optimize call handling treatments. This closed-loop feedback mechanism enables the system to learn from past interactions and dynamically improve service level attainment without increasing operational complexity, as the optimization is driven by automated data-driven decisions.
2Ease of operation
If call handling treatments are made static and inflexible, then ease of operation is improved, but adaptability deteriorates
Solution Approach 1:
The system enables self-service optimization by automatically monitoring performance data and adjusting call handling treatments without requiring manual intervention. The automated workflows self-adapt to changing conditions and performance requirements, maintaining ease of operation while achieving high adaptability through data-driven automatic reconfiguration of treatment sequences and routing logic.
Solution Approach 2:
The patent dynamically changes operational parameters such as treatment sequencing, duration, and selection based on monitored performance indicators and caller behavior. This automatic parameter adjustment allows the system to adapt to different scenarios and optimize service levels without requiring complex manual reconfiguration, thus maintaining ease of operation while achieving versatility.
3Reliability
If call handling treatments are optimized dynamically, then service level attainment is improved, but device complexity increases
Solution Approach 1:
The system uses automated feedback loops to monitor performance indicators and dynamically adjust call handling treatments. This feedback-driven approach improves service level attainment by continuously optimizing treatments based on real-time data, while managing complexity through automation rather than manual processes, as the system self-regulates based on performance metrics.
Solution Approach 2:
The patent replaces manual workflow management mechanisms with automated computer-implemented systems that dynamically optimize call handling treatments. This substitution of mechanical/manual processes with automated software-based solutions improves service level attainment through continuous optimization while managing complexity through algorithmic decision-making rather than human intervention.
4Productivity
If call handling treatments are optimized dynamically, then productivity is improved, but device complexity increases
Solution Approach 1:
The system achieves self-service optimization by automatically monitoring performance data and adjusting call handling treatments to improve operational efficiency. This automated self-optimization improves productivity by reducing call abandonments and improving service levels, while managing complexity through automation rather than requiring complex manual management processes.
Solution Approach 2:
The patent dynamically changes operational parameters such as treatment sequencing, duration, and selection based on monitored performance indicators. This automatic parameter optimization improves productivity by efficiently routing calls and managing treatments, while managing complexity through automated algorithmic decision-making rather than manual configuration and management.
Data Source
AI summary
The provision of call handling treatments to callers interacting with an automated call-handling system is managed by, for each of a plurality of callers, providing a sequence of call handling treatments to the caller in accordance with workflows; monitoring a measurable performance indicator associated with that caller's behavior; determining an association between the performance indicator and the call handling treatments provided to the caller; and recording the association. Then, based on the recorded associations, the system determines a pattern of deviation in the performance indicator attributable to the call handling treatments; and alters the workflow in response to the deviation by making a change in the workflow selected from promoting a call handling treatment to an earlier point in the workflow; demoting a call handling treatment to a later point in the workflow; adding a call handling treatment to the workflow; and removing a call handling treatment from the workflow.