Incident Routing via Social Threads and Priority
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Solution Overview
Problem
Current Customer Relationship Management (CRM) systems face inefficiencies in routing customer service requests to the most qualified agents, leading to bottlenecks and overburdening of expert agents with unserviceable volumes of requests, as existing solutions rely on manual or inefficient methods for finding and prioritizing expert agents.
Innovation Solution
Implementing a method that prioritizes and routes electronic requests by generating a thread in an internal social networking application within the CRM system, linking incident records to the thread, and using agent profiles to select and invite expert agents, thereby optimizing the routing of requests to the most suitable agents based on expertise and priority.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual or inefficient methods are used for finding and prioritizing expert agents, then the system complexity remains low, but the productivity and response time deteriorate
Solution Approach 1:
The system automatically prioritizes incident records and routes them to appropriate agents without manual intervention. The automated prioritization engine analyzes incident attributes and customer information to determine priority levels and assign agents, eliminating the need for manual sorting and reducing the cognitive load on agents.
Solution Approach 2:
Manual mechanical processes of incident sorting and agent selection are replaced with automated computer-based systems. The prioritization engine uses algorithms to process incident data, while the routing system automatically assigns incidents to agents based on priority and expertise, substituting human decision-making with automated mechanical processes.
2Reliability
If expert agents handle all customer service requests, then the service coverage is complete, but the agent workload becomes excessive and unsustainable
Solution Approach 1:
The system segments incident records into different priority levels (e.g., high, medium, low) based on automated analysis of incident attributes and customer importance. This segmentation allows expert agents to focus on high-priority incidents while less experienced agents handle lower-priority ones, distributing the workload appropriately across the agent population.
Solution Approach 2:
Different agents are assigned different levels of complexity based on their expertise and the incident priority. High-priority incidents are routed to expert agents with specialized knowledge, while routine incidents are assigned to agents with general capabilities. This local quality matching ensures that each agent works on appropriately challenging tasks without overwhelming workload.
3Loss of time
If requests are routed without prioritization, then the routing process is simple, but the response time and service quality deteriorate
Solution Approach 1:
The system performs preliminary prioritization of incident records before routing to agents. The automated prioritization engine analyzes incident attributes, customer information, and historical data in advance to determine priority levels, so that when incidents are routed, the priority information is already prepared and can be immediately acted upon by agents.
Data Source
AI summary
A method of prioritizing and routing electronic requests, may include accessing, at an incident management system, an incident record. The method may also include assigning, by the incident management system, a priority to the incident record. The method may additionally include causing a thread to be generated in an internal social networking application, wherein the thread is based on the incident record. The method may further include linking the incident record in the incident management system to the thread in the internal social networking application. The method may also include generating an interface for an agent portal to display an indication of the thread within a plurality of thread indications according to the priority.