Dynamic Communication Channel Routing for Resource Allocation
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Communication networks and computing systems face challenges in efficiently allocating limited resources to meet the increasing demand for bandwidth-hungry and computation-intensive services, particularly with the shift towards distributed intelligence and varied service architectures.
Innovation Solution
A computer-implemented method and system that monitors interactions between chatbots and user devices, determining when additional communication resources are needed by analyzing user intent, sentiment, and tone, and dynamically switching to video, voice, or text communication channels with human agents to improve customer satisfaction and resource allocation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated conversational entity channels are used for resource allocation, then system productivity and automation extent are improved, but service reliability and customer satisfaction deteriorate when users require complex or emotionally intensive support
Solution Approach 1:
The patent introduces an intermediary monitoring system that observes interactions between users and conversational entities, analyzes communication patterns and sentiment, and dynamically routes users to appropriate human agents when needed. This intermediary layer preserves automated efficiency while ensuring reliability when complex support is required.
Solution Approach 2:
The system dynamically adjusts resource allocation by transitioning from static automated channels to dynamic human-agent channels based on real-time analysis of communication patterns, user sentiment, and interaction complexity. This dynamic adaptation resolves the contradiction by optimizing for both productivity and reliability according to actual service needs.
2Quantity of substance
If limited communication resources are allocated to automated channels, then system cost and resource utilization are improved, but service adaptability and user satisfaction worsen when users need human intervention
Solution Approach 1:
The system changes the parameter of resource allocation from fixed to variable, adjusting the level of human versus automated service based on analyzed communication parameters such as user sentiment, interaction complexity, and service type. This allows optimal resource utilization while maintaining service flexibility when needed.
Solution Approach 2:
The monitoring and routing system serves multiple functions: it analyzes communication patterns, determines user intent, assesses sentiment, and dynamically routes to appropriate channels. This multi-functional approach enables the system to handle diverse service requirements with limited resources while maintaining adaptability.
3Reliability
If human agents are used for all communication channels, then service reliability and customer satisfaction are improved, but resource consumption and system cost increase
Solution Approach 1:
The patent segments the service population into different groups based on their interaction characteristics and needs, routing some users to automated conversational entities and others to human agents. This segmentation allows the system to maintain high customer satisfaction for those who need it while conserving resources by using automation for appropriate cases.
Solution Approach 2:
The system enables self-service through automated conversational entities for users who can successfully resolve their issues without human intervention. This reduces the burden on human agents and optimizes resource allocation while maintaining satisfaction for users who receive appropriate automated service.
Data Source
AI summary
A technique relates to communication resource allocation. A computer system monitors a communication between a conversational entity communication channel and a user device. A type of the communication associated with the user device is determined based on the communication. A replacement communication channel to replace the conversational entity communication channel is determined, in response to the type of the communication. The replacement communication channel is coupled to the user device in place of the conversational entity communication channel.