Intelligent Communication Routing for Call Center Efficiency
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Solution Overview
Problem
Current call center management systems face inefficiencies in agent allocation due to static grouping and skill-based routing complexities, leading to reduced transactional throughput and increased operational challenges in handling diverse call types and skill levels.
Innovation Solution
A system and method for intelligent communication routing that integrates skill-based call routing within a low-level communication server, using algorithms to dynamically route calls based on agent skills and call characteristics, allowing for real-time optimization and flexible resource allocation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If skill-based routing algorithms are externalized to separate systems, then call center management flexibility is improved, but system latency increases due to communication overhead
Solution Approach 1:
The patent combines the skill-based routing algorithms with the communication server by integrating a routing module that receives call information and skill definitions from an external system, then executes routing decisions locally. This merging eliminates communication overhead for each routing decision while maintaining the flexibility of external algorithm management.
Solution Approach 2:
The system pre-loads skill definitions and agent availability information into the communication server before routing decisions are needed. By preparing routing data in advance, the system minimizes real-time processing delays while maintaining adaptive routing capabilities based on current agent skills and call characteristics.
2Device complexity
If static grouping of agents is used, then system complexity is reduced, but transactional throughput decreases due to inefficient agent allocation
Solution Approach 1:
The patent implements dynamic agent grouping where agents are automatically assigned to different skill-based groups based on their current skills, availability, and performance metrics. This dynamic reconfiguration allows the system to adapt to changing call patterns and agent capabilities, improving transactional throughput without requiring complex manual management.
Solution Approach 2:
The system changes the grouping parameter from static organizational units to dynamic skill-based clusters. By evaluating agent skills, call types, and performance data, the system continuously optimizes agent allocation to maximize throughput while keeping the underlying system architecture relatively simple.
3Ease of operation
If simple predetermined routing rules are used, then system operation is simplified, but routing optimization is reduced
Solution Approach 1:
The patent introduces an intelligent routing module that acts as an intermediary between simple predetermined rules and complex optimization algorithms. This module receives basic routing criteria, enhances them with real-time agent skill data and call characteristics, and generates optimized routing decisions without requiring the entire system to become complex.
Solution Approach 2:
The system replaces manual configuration of complex routing rules with automated algorithmic decision-making. Simple predefined parameters are combined with intelligent algorithms that automatically evaluate agent skills, call types, and performance metrics to generate optimized routing decisions, substituting mechanical rule-setting with adaptive computational processes.
Data Source
AI summary
A communications routing system, and method, for representing a plurality of predicted characteristics of a plurality of communications sources, each having an economic utility; representing a plurality of predicted characteristics of a plurality of communications targets each having an economic utility; and determining an optimal routing between the plurality of communications sources and the plurality of communications targets, by maximizing an aggregate utility with respect to the respective predicted characteristics of communications source and communications destination represented by linkages.