Intelligent Script Call Routing System

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Solution Overview

Problem

Existing call center systems are complex, poorly integrated, and unable to manage varying call loads effectively, leading to inefficiencies during peak times and inadequate security measures for sensitive information.

Innovation Solution

A system comprising an applications server, a softswitch, a resource server with a speech-recognition engine, and a database that dynamically routes calls to either available agents or speech-enabled intelligent scripts, using pre-recorded and text-to-speech prompts to manage call flow and secure sensitive information.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If multiple separate appliances are deployed to provide different functionalities (IVR, agent control, etc.), then each specific function can be performed, but the system complexity increases and integration becomes challenging

Engineering Contradiction:

Improvefunctional versatilityVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent combines multiple separate call center appliances (IVR system, agent control system, call routing system) into a single integrated system. The server executes multiple software modules that perform these previously separate functions, eliminating the need for multiple physical devices and reducing integration complexity while maintaining full functional versatility

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The integrated system is designed to perform multiple functions through a single platform. The server can dynamically allocate resources to handle IVR, agent control, call routing, and other call center functions simultaneously, making the system universal and adaptable to various operational needs without requiring separate specialized devices

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Productivity

If existing systems are used to handle calls during non-peak times, then call handling is effective, but during peak times the system efficacy diminishes and calls are placed in queue with uncertain long wait times

Engineering Contradiction:

Improvecall handling efficiencyVSAvoidcall wait time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system implements dynamic call routing that adapts to varying call loads in real-time. During peak times, the intelligent script automatically handles routine inquiries without requiring agent intervention, dynamically adjusting the threshold for agent involvement based on current system load and call complexity, thereby maintaining high productivity during peak periods while minimizing wait times

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The intelligent script enables self-service for callers by automatically handling routine inquiries, account information requests, and common issues without requiring agent assistance. This allows the system to serve itself during peak times, maintaining productivity while eliminating queue wait times for standardized requests

Inventive Principle:

Principle #25Self-service

3Ease of operation

If sensitive information is made available to agents for call handling, then service quality improves, but security risks increase and the system becomes vulnerable to malicious actors

Engineering Contradiction:

Improveservice qualityVSAvoidsecurity vulnerability

Core Design Contradiction:

Ease of operationVSObject-affected harmful factors

Solution Approach 1:

The intelligent script acts as an intermediary between the caller and the agent. It automatically handles sensitive information retrieval and verification, presenting only necessary information to agents while maintaining security protocols. This mediator role allows agents to provide quality service without direct access to sensitive data, reducing security vulnerabilities while maintaining service effectiveness

Inventive Principle:

Principle #24Intermediary (Mediator)

Applied Scientific Principles

This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.

Function Achieved in This Case

This solution simplifies call center operations by efficiently handling peak loads and enhancing security by masking sensitive information from agents, thereby improving user satisfaction and reducing operational burdens.

Implementation Method 1

a resource server comprising a speech-recognition engine

Methodology Applied

Scientific EffectSpeech recognition:

Implementation Method 2

text-to-speech prompts

Methodology Applied

Scientific EffectText-to-speech synthesis:

Data Source

PatentUS12088760B2Intelligent speech-enabled scripting

Publication Date: 2024.09.10 AMERICAN TEL A SYSTEMS INC

AI summary

A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.