Inquiry Routing System with Skill-Based Classification
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional systems for handling customer inquiries across multiple business lines are inefficient, often resulting in incorrect classification and inadequate responses due to representatives lacking the necessary knowledge, leading to longer response times and errors.
Innovation Solution
A system and method that receive inquiries with multiple classifiers, determine party status, translate these into a skill set, and route them to a primary representative based on that skill set for an accurate and efficient response.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If inquiries are routed to representatives based on general subject classification, then the routing process is simple, but the response accuracy deteriorates due to representatives lacking proper knowledge
Solution Approach 1:
The patent segments the inquiry routing process into multiple stages: initial classification by general subject, then refinement by specific business line, and finally assignment to representatives based on their specialized skill sets. This segmentation allows the system to maintain simplicity in the overall process while improving accuracy through structured division of the routing decision-making.
Solution Approach 2:
The patent applies local quality by matching representatives to inquiries based on their specific skill sets and business line expertise rather than using a uniform routing approach. Each representative is assigned inquiries that match their specialized knowledge, ensuring high response accuracy for complex multi-business-line inquiries while maintaining ease of operation through automated skill-based routing.
2Reliability
If manual review and routing of inquiries is performed, then response accuracy is improved, but response time increases
Solution Approach 1:
The patent implements self-service by using automated classification and routing systems that independently process inquiries without requiring manual review. The system automatically classifies inquiries by subject and business line, determines the appropriate skill sets, and routes them to qualified representatives, eliminating time-consuming manual intervention while maintaining high accuracy through structured automated decision-making.
Solution Approach 2:
The patent applies preliminary action by performing classification and skill set determination before the inquiry reaches the representative. The system pre-processes the inquiry to identify the correct business lines and required skills, so that when the representative receives the inquiry, all routing decisions are already made, reducing their workload and response time while ensuring accurate matching.
3Productivity
If AI programs are used to classify inquiries, then routing speed is improved, but classification accuracy deteriorates due to errors
Solution Approach 1:
The patent incorporates feedback mechanisms where the classification system continuously learns from actual inquiry outcomes and representative performance. The system monitors classification results and adjusts its algorithms based on feedback from representative assignments and customer interactions, improving classification accuracy over time while maintaining high routing speed through automated processing.
Solution Approach 2:
The patent applies parameter changes by dynamically adjusting classification criteria and skill set mappings based on evolving business needs and inquiry patterns. The system can update its classification algorithms and matching parameters to adapt to new products, services, and customer behaviors, maintaining both speed and accuracy in a changing business environment.
Data Source
AI summary
Disclosed are systems and methods to provide a response to an inquiry. The systems and methods provide techniques to receive an inquiry from a party, wherein the inquiry comprises a plurality of inquiry classifiers that are provided by the party, determine a party status, translate the plurality of inquiry classifiers and the party status into a skill set, route the inquiry to a primary representative based on the skill set, and provide a inquiry response to the party.