Contact Center Network for IoT Incident Routing
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Solution Overview
Problem
Existing systems fail to promptly identify and address emergency or exceptional situations in IoT devices, leading to potential damage due to the lack of immediate expert intervention.
Innovation Solution
A contact center network and method that connects IoT devices with sensors and actuators to a communication network, enabling automatic detection of exceptional states, skill-based routing of incidents to the most competent agents, and remote control of IoT devices through video, audio, or other media streams.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If manual expert identification and contact methods are used, then system complexity is reduced, but response time increases and damage prevention capability deteriorates
Solution Approach 1:
The system pre-establishes communication sessions between the contact center unit and multiple experts before incidents occur. When an incident is detected, the pre-established session enables immediate connection without the time-consuming process of finding and contacting an expert, thus improving response speed while maintaining manageable system complexity through automated session management
Solution Approach 2:
The contact center unit acts as an intermediary between IoT devices and experts. It receives incident notifications from IoT devices, automatically selects appropriate experts based on incident characteristics, and establishes communication sessions. This intermediary layer automates the expert identification and contact process, improving response time while keeping the overall system architecture organized and manageable
2Reliability
If multiple experts are contacted simultaneously, then the probability of finding a competent expert increases, but communication resource consumption increases
Solution Approach 1:
The system establishes communication sessions with multiple experts simultaneously when incidents occur, but only maintains active communication with the most competent expert who accepts the incident. Other experts remain in a standby state with their sessions preserved but not actively consuming communication resources. This approach ensures reliable expert competence matching while controlling communication resource consumption by limiting active interactions to only what is necessary
Data Source
AI summary
A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent. Further, embodiments relate to a method for establishing a communication session in a contact center network.