Intermediary Device Session Pooling for Contact Center Routing
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Solution Overview
Problem
Existing systems face inefficiencies in routing and managing text-based data messages in contact center environments, leading to increased network traffic, latency, and unnecessary resource usage due to inefficient routing of messages to incorrect contact center agents.
Innovation Solution
An intermediary device with session management, storage, and assignment mechanisms that identifies and modifies pre-existing sessions to include new data messages, pooling them for efficient allocation to the appropriate contact center agent, reducing redundant transmissions and improving communication efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If text-based data messages are routed through contact center agents without session management, then message delivery is simple, but network traffic increases and latency increases due to inefficient routing
Solution Approach 1:
The system performs preliminary actions by identifying and modifying pre-existing sessions before new messages arrive. The session management mechanism proactively manages session states, pools sessions, and assigns them to contact center agents in advance, preventing redundant message transmissions and reducing network traffic consumption.
Solution Approach 2:
An intermediary device is introduced between the electronic communications network and contact center agents to manage session routing. This intermediary pools sessions and assigns them to appropriate agents, acting as a mediator that reduces unnecessary network traffic and improves routing efficiency without requiring direct complex interactions between all components.
2Loss of time
If data messages are routed to contact center agents without session pooling, then routing is straightforward, but latency increases due to redundant transmissions
Solution Approach 1:
The system merges multiple sessions into a pooled structure managed by the intermediary device. By combining session management functions into a centralized pool, the system reduces latency through efficient session assignment while the modular design keeps the complexity manageable through clear separation of concerns between the intermediary and contact center agents.
3Productivity
If pre-existing sessions are not modified to include new messages, then session handling is simple, but resource usage increases due to redundant processing
Solution Approach 1:
The session management mechanism automatically modifies pre-existing sessions to include new messages without requiring manual intervention. The system serves itself by autonomously identifying matching sessions, modifying them to incorporate new data messages, and updating the pool, thereby improving resource efficiency through automated processes.
Data Source
AI summary
Systems and methods that enhance or route data messages, for example by optimizing transmission of data packets through a computer network between devices is provided. The intermediary device can receive a data message having a characteristic. A session management mechanism can identify, based on the characteristic of the message and a characteristic of a pre-existing session, a tuple. Based on the tuple, the session management mechanism can modify the pre-existing session to generate a modified pre-existing session that includes the data message. A session lobby mechanism can obtain an indication of the modified pre-existing session and can pool the modified pre-existing session with a plurality of additional sessions. Responsive to a selection received by the session assignment mechanism from a live interaction component of a contact center agent computing device, the session assignment mechanism can provide the modified pre-existing session to a contact center agent computing device.