Dynamic Resource Allocation for Contact Center Interactions
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Solution Overview
Problem
Contact centers face inefficiencies due to limited one-time call routing capabilities, leading to manual routing of calls between agents, which increases customer wait times and dissatisfaction.
Innovation Solution
A system and method that continuously monitor communication sessions to determine a plurality of suitable resources required, automatically assembling and refining the resource team in real-time based on customer attributes and emotions to manage interactions effectively.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If one-time call routing technology is used to automatically route customer calls to relevant agents, then call routing efficiency is improved, but manual routing between agents becomes hectic and increases customer wait times
Solution Approach 1:
The system dynamically monitors communication sessions in real-time and continuously refines resource allocation based on changing customer attributes and emotions. The resource team composition is not static but adapts dynamically during the communication session, allowing the system to respond to evolving customer needs without manual intervention.
Solution Approach 2:
The system implements continuous feedback loops by monitoring communication sessions, analyzing customer attributes and emotions, and using this information to refine resource allocation. This feedback mechanism enables automatic adjustment of the resource team without manual routing, reducing customer wait time while maintaining routing efficiency.
2Reliability
If manual routing of calls between agents is performed to address complex customer issues, then customer service quality is improved, but operational complexity and customer wait time increase
Solution Approach 1:
The system performs self-service by automatically monitoring communication sessions, determining required resources, and refining resource allocation without human intervention. The automated system handles the complexity of routing multiple agents to customers based on real-time analysis, eliminating manual operational complexity while maintaining service quality.
Solution Approach 2:
The patent replaces manual mechanical routing operations with an automated electronic monitoring and analysis system. Speech analysis systems and automated resource allocation replace the manual process of agents finding and routing calls to each other, reducing operational complexity while improving service reliability.
3Measurement precision
If speech analysis systems are used to determine customer emotions and objectives, then resource allocation accuracy is improved, but system complexity increases
Solution Approach 1:
The system implements multi-functional speech analysis capabilities that simultaneously determine customer objectives, emotions, and required resources within a single integrated platform. This universal approach consolidates multiple analysis functions into one system, improving measurement precision while managing system complexity through integration rather than separate dedicated systems for each function.
Data Source
AI summary
An automated system of an enterprise is disclosed for managing a communication session with a customer of the enterprise. The automated system includes a monitoring module configured to monitor one or more attributes associated with the communication session. The automated system further includes an analysis module configured to determine a plurality of resources required for managing the communication session based on the attributes. The automated system further includes a management module configured to manage allocation of the resources for the communication session, wherein the allocation is refined during the communication session based on the attributes.