Expertise Provisioning System Dynamic Routing

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Solution Overview

Problem

Current systems for providing real-time expertise, such as language interpretation, face challenges in efficiently utilizing in-house resources, are costly, and lack dynamic provisioning capabilities, often resulting in suboptimal expert matching and high costs due to vendor lock-in and rigid communication networks.

Innovation Solution

An expertise-provisioning system that dynamically brokers relationships between requestors and experts using data-driven analytics, allowing for the optimization of expert selection from both internal and external sources based on criteria like cost, wait times, and specialized expertise, and enables seamless integration with various devices and communication modalities.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of energy

If in-house staff are used for interpretation, then cost is reduced, but timeliness and reliability of expertise delivery deteriorate

Engineering Contradiction:

ImprovecostVSAvoidtimeliness of expertise delivery

Core Design Contradiction:

Loss of energyVSReliability

Solution Approach 1:

The system dynamically routes interpretation requests between in-house staff and third-party providers based on real-time availability and expertise matching. The routing logic adapts to current conditions, selecting the most appropriate resource dynamically rather than using a fixed approach, thereby maintaining both cost efficiency and service reliability.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The patent introduces a third-party interpretation service as an intermediary backup resource. When in-house staff are unavailable or lack required language expertise, the system automatically engages the third-party provider, ensuring continuous coverage without compromising timeliness while maintaining cost-effectiveness by prioritizing internal resources.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If third-party interpretation services are used, then timeliness and expertise availability are improved, but cost increases

Engineering Contradiction:

Improveexpertise availabilityVSAvoidcost

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The system implements dynamic resource allocation by automatically selecting between in-house and third-party interpretation services based on real-time conditions. Third-party services are engaged only when necessary (when in-house staff are unavailable or lack required expertise), optimizing the balance between service availability and cost efficiency.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system autonomously manages the selection and coordination of interpretation resources without requiring manual intervention. The automated routing logic evaluates availability, expertise matching, and cost factors to independently determine the optimal resource allocation, reducing administrative overhead while ensuring appropriate service delivery.

Inventive Principle:

Principle #25Self-service

3Reliability

If proprietary hardware and special network configurations are used, then communication quality is improved, but device complexity and implementation cost increase

Engineering Contradiction:

Improvecommunication qualityVSAvoidhardware and network configuration

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The system is designed to operate across multiple communication platforms and devices without requiring proprietary hardware or special network configurations. By implementing universal compatibility through web-based interfaces and standard communication protocols, the system achieves reliable video conferencing functionality across diverse devices while minimizing complexity and implementation costs.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The patent replaces complex mechanical hardware systems with software-based solutions running on standard devices. The interpretation and video conferencing functionality is delivered through applications and web interfaces rather than dedicated hardware, significantly reducing device complexity while maintaining communication quality through software optimization.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

4Adaptability or versatility

If conference room approach with virtual room numbers is used, then flexibility is improved, but ease of operation deteriorates

Engineering Contradiction:

ImproveflexibilityVSAvoiduser operation simplicity

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The system automatically generates and manages video conference connections without requiring users to manually enter room numbers or configure settings. The automated connection establishment process simplifies user interaction while maintaining the flexibility of virtual conference rooms, as the system handles the complexity of connection management in the background.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system introduces an automated intermediary process that mediates between the user's simple request and the complex conference room connection requirements. This intermediary automatically manages room number assignment, connection establishment, and resource allocation, thereby simplifying the user experience while preserving system flexibility.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS9992342B1System for providing remote expertise

Publication Date: 2018.06.05 BLUESTREAM HEALTH INC

AI summary

Expertise, such as foreign language interpretation, is delivered to requestors by an expertise-provisioning system that brokers requests between the requestors and experts affiliated with virtual call centers.