Call Routing via IVR Experience Scores and Agent Matching
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Solution Overview
Problem
Current systems fail to effectively route user communications from automated response systems to human agents based on customer satisfaction levels and agent performance, leading to inefficient handling of complex customer inquiries and potential customer dissatisfaction.
Innovation Solution
A call handling platform that computes customer experience scores based on interactions with IVR modules and agent performance metrics, allowing for the routing of calls to human agents based on historical data and agent skills, ensuring optimal agent selection for customer interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated response systems (IVR) are used to handle customer calls, then operational efficiency is improved and costs are reduced, but customer satisfaction deteriorates when customers cannot resolve their issues through automation
Solution Approach 1:
The system implements real-time monitoring of customer interaction metrics with the IVR system, including frustration indicators and task completion status. This feedback mechanism enables dynamic routing decisions that balance automation efficiency with customer satisfaction by identifying when automated handling is failing and transitioning to human agents accordingly.
Solution Approach 2:
The system pre-identifies and flags calls that are likely to require human intervention based on initial customer responses and interaction patterns. By preparing these calls for human agent routing in advance, the system maintains high automation handling rates while ensuring smooth transitions to human agents when needed, preserving both efficiency and satisfaction.
2Reliability
If all customer calls are routed to human agents, then customer satisfaction is improved through personalized service, but operational efficiency deteriorates due to higher costs and longer wait times
Solution Approach 1:
The system applies human agent routing selectively rather than universally - routing only the portion of calls that genuinely require human intervention based on real-time assessment of customer needs and IVR interaction outcomes. This partial action approach maintains high customer satisfaction for complex issues while preserving operational efficiency by keeping simple queries handled by automation.
3Speed
If customer calls are routed based on simple criteria, then routing speed is improved, but matching precision deteriorates leading to suboptimal agent-customer pairs
Solution Approach 1:
The system performs preliminary categorization of customer issues and pre-matching with suitable agent groups before the actual routing decision. This preliminary action creates a narrowed pool of candidate agents, allowing the final routing decision to be both fast (based on simple real-time criteria) and precise (within a pre-filtered set of appropriate agents).
Data Source
AI summary
A call handling platform receives a call placed by a caller to a calling number and computes an experience score for the caller based on measuring a subset of data points corresponding to an interaction between the caller and an interactive voice response (IVR) module. The experience score provides a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call. Determining to route the call to a human agent based on the experience score, the call handling platform accesses historical data corresponding to past calls placed by the caller and received by human agents, and obtains agent scores associated with the human agents. The call handling platform matches the caller to a human agent at a call center based on one or both of the historical data and the agent scores, and routes the call to the human agent.