Dynamic Temporary Group Formation in Contact Centers
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Solution Overview
Problem
Traditional methods for forming and managing groups in contact centers are inefficient, as they rely on static assignments and lack dynamic adaptation to changing attributes of contacts, leading to suboptimal service offerings and resource allocation.
Innovation Solution
A system and method for dynamically forming and disbanding temporary groups based on shared attributes of contacts, where a processor identifies common attributes among contacts and presents targeted offers or routes them to appropriate agents or services, allowing for real-time grouping and ungrouping based on current interactions and attributes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If static group assignments are used in contact centers, then administrative simplicity is maintained, but service effectiveness and resource allocation efficiency deteriorate due to inability to adapt to changing contact attributes
Solution Approach 1:
The patent implements dynamic group formation where contact groups are automatically created and modified based on real-time attributes such as device type, contact reason, and interaction history. The system continuously monitors contact attributes and reassigns contacts to appropriate groups dynamically, rather than using static administrative assignments. This resolves the contradiction by making the grouping system adaptive to changing conditions while managing complexity through automated rules-based logic.
Solution Approach 2:
The system performs self-service by automatically identifying contact attributes, determining appropriate group memberships, and routing contacts without requiring continuous administrative intervention. The automated grouping system monitors contact data streams, applies predefined rules, and dynamically forms groups based on shared attributes, reducing the need for manual group management while improving adaptability.
2Productivity
If dynamic group formation based on real-time attributes is implemented, then service effectiveness and resource allocation improve, but processing complexity and computational requirements increase
Solution Approach 1:
The patent segments the contact population into multiple dynamic groups based on specific attributes such as device type (mobile, desktop, tablet), contact reason (inquiry, complaint, support), and interaction patterns. By dividing contacts into distinct segments with shared characteristics, the system can apply targeted service protocols to each group, improving resource allocation efficiency while managing processing complexity through modular attribute-based classification.
Solution Approach 2:
The system changes grouping parameters dynamically based on contact attributes, transitioning from static administrative groups to fluid attribute-based groups. The grouping criteria are adjusted in real-time based on monitored parameters such as device type, contact duration, and interaction history, allowing the system to optimize resource allocation for different contact scenarios without requiring complete reprocessing of all contact data.
3Measurement precision
If continuous monitoring of contact attributes is performed to maintain dynamic groups, then group relevance and service targeting improve, but energy consumption and processing overhead increase
Solution Approach 1:
The patent implements periodic monitoring of contact attributes rather than continuous monitoring, where the system checks and updates group memberships at intervals based on significant attribute changes or contact events. This periodic approach maintains measurement precision for identifying shared attributes while reducing energy consumption and processing overhead by avoiding unnecessary continuous analysis of unchanged contact data.
Data Source
AI summary
A method for forming and disbanding dynamic temporary groups includes receiving a plurality of contacts at the facility, wherein each contact is associated with a respective user and a respective set of attributes; identifying a first subset of contacts which share a first common attribute; and dynamically forming a temporary group of contacts by determining a second common attribute shared by a second subset of the contacts, wherein the second subset of contacts is a smaller subset of the first subset of contacts. The method also includes identifying a related goods or service, based on the second common attribute, and presenting an offer for the related goods or services to the second subset of contacts and not to member contacts of the first subset that are not member contacts of the second subset of contacts.