Dynamic Inquiry Routing for Urgent Call Center Response
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Solution Overview
Problem
In call center systems, urgent inquiries often face prolonged response times due to the initial point of contact being a person who may not be able to resolve the issue promptly, leading to delays in addressing critical inquiries.
Innovation Solution
An information processing apparatus that determines the urgency level of an inquiry and assigns it to a person in charge of a subsequent response stage, such as a second or third response, if the initial responder is unable to answer, thereby expediting the response process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a person in charge of the first response always receives an inquiry as the first point of contact, then the inquiry follows a standard hierarchical process, but the response time for urgent inquiries increases significantly
Solution Approach 1:
The patent implements dynamic inquiry assignment by determining the urgency level of each inquiry and selectively routing it to either a first response person or a second response person. This dynamic routing mechanism allows the system to adapt its response process based on the specific characteristics of each inquiry, particularly for urgent matters where direct assignment to a second response person significantly reduces response time while maintaining standard processes for non-urgent inquiries
Solution Approach 2:
The patent changes the assignment parameter from a fixed hierarchical structure to a variable structure based on urgency level determination. By evaluating the urgency level of each inquiry and adjusting the assignment target accordingly, the system optimizes response time for urgent inquiries while preserving the standard first-response process for other cases
2Loss of time
If urgent inquiries are routed directly to a person in charge of the second or later response, then the response time is reduced, but the complexity of the assignment system increases
Solution Approach 1:
The patent applies preliminary action by determining the urgency level of an inquiry before assignment occurs. This pre-evaluation of urgency enables the system to make informed routing decisions, directing urgent inquiries to second response persons and non-urgent inquiries to first response persons, thereby reducing response time for critical matters without requiring complex real-time decision-making during the assignment process
Data Source
AI summary
An information processing apparatus includes a processor configured to, in a case where an urgency level determined based on details of an inquiry meets a predetermined condition, assign the inquiry to a person in charge of a second or later response that is a stage subsequent to a first response as a first point of contact.