Intelligent Call Routing Using Pre-computed Destination Weights
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Solution Overview
Problem
Current call routing methods, such as automated call trees and human operator assistance, are inefficient and time-consuming when callers lack specific information about the individual they need to communicate with, often requiring correct classification and understanding of needs, and can be frustrating due to reliance on predictable paths.
Innovation Solution
A system that determines caller intent using user identifiers, communication history, and job titles to generate pre-call weights, ranking probable call destinations and initiating communication with the most likely individual based on entered subjects.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If automated call trees are used for call routing, then automation extent is improved, but call routing time and complexity increase when callers lack specific information
Solution Approach 1:
The system pre-generates and stores multiple probable call destinations along with their associated weights before a call is made. When a caller inputs a subject, the system quickly retrieves and ranks the pre-computed destinations rather than performing complex analysis in real-time, thus reducing call routing time while maintaining high automation.
Solution Approach 2:
The patent replaces the mechanical interaction of navigating through automated call trees with a computational approach using natural language processing and probability weighting. The system analyzes the subject input and automatically computes the most likely destinations, substituting manual navigation with automated intelligent routing.
2Ease of operation
If human operator assistance is provided for call routing, then ease of operation is improved, but productivity and efficiency deteriorate
Solution Approach 1:
The system enables callers to independently input their subject and receive automated routing recommendations without human operator assistance. The intelligent system serves itself by processing the input, ranking destinations, and providing results, eliminating the need for operator intervention while maintaining ease of use through simple subject-based input.
Solution Approach 2:
The patent introduces an intelligent intermediary system that acts as a mediator between the caller and the call destinations. This intermediary automatically processes the subject input, applies probability weights, and presents ranked options, replacing the human operator's mediating role with an automated intelligent system that improves efficiency while maintaining ease of operation.
3Device complexity
If pre-defined route paths are used in call trees, then device complexity is reduced, but adaptability to different caller needs deteriorates
Solution Approach 1:
The system dynamically generates call routing recommendations based on the specific subject input and associated weights rather than following fixed pre-defined paths. The routing destination is flexible and adapts to each caller's specific needs, eliminating the rigidity of predetermined call tree structures while maintaining simplicity through automated probability-based selection.
Solution Approach 2:
The patent changes the routing parameter from fixed hierarchical paths to dynamic probability weights associated with different destinations. By adjusting the weights based on subject analysis and caller-specific factors, the system adapts to different caller needs without requiring complex pre-defined structures, achieving both simplicity and versatility.
Data Source
AI summary
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for enhanced call routing. A system configured to practice the method determines the communicative intent of a caller based on the caller's identity, communication history, job title, and/or other factors. Based on this communicative intent, the system develops a list of most probable call destinations. From this list of most probable call destinations, the system selects the most-likely call destination the destination most likely to meet the needs of the caller based on the subject received. Then the system can initialize communications are then initialized between the user and the most-likely call destination.