Work Assignment Engine IVR Script Integration
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Solution Overview
Problem
Contact centers face inefficiencies in routing customer inquiries due to the limitations of traditional IVR systems, which strain processing resources and fail to effectively match customer needs with skilled agents in a distributed environment.
Innovation Solution
The integration of IVR functionality into the work assignment engine script allows for distributed IVR resources, enabling the routing of work items through multiple IVR resources and agents, with IVR functions being split into separate blocks for incremental application and combined as logical resources, optimizing routing decisions based on customer attributes and resource availability.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If a traditional IVR system is used as a gatekeeper to determine contact information for work assignment, then accurate work assignments can be achieved, but the large number of messages sent and received causes strain on processing resources
Solution Approach 1:
The patent merges the IVR system with the work assignment engine by integrating IVR functionality directly into the work assignment script. This consolidation eliminates the need for separate IVR messaging protocols and reduces the number of inter-system communications, thereby maintaining accurate work assignments while reducing processing resource strain.
Solution Approach 2:
The work assignment engine is enhanced to perform multiple functions: it not only routes work items but also executes IVR functions, gathers contact information, and makes assignment decisions within a single unified system. This multi-functionality eliminates the need for separate IVR messaging infrastructure and reduces overall system complexity.
2Adaptability or versatility
If IVR functionality is distributed as separate IVR resources routed through the work assignment engine, then scalability and flexibility are improved, but system complexity increases
Solution Approach 1:
The patent segments IVR functionality into separate, reusable IVR blocks or routines that can be independently configured and routed. These segmented IVR functions can be selectively applied to different work items through the work assignment engine, providing flexibility and scalability while maintaining manageable system complexity through modular architecture.
Solution Approach 2:
The system enables dynamic routing of work items to different IVR resources based on real-time conditions, customer attributes, and resource availability. The work assignment engine can adaptively select which IVR blocks to execute and in what sequence, providing dynamic flexibility without requiring complex static architecture.
3Loss of information
If multiple IVR functions are applied sequentially to gather customer information, then comprehensive data collection is achieved, but processing time and messaging overhead increase
Solution Approach 1:
The patent implements preliminary actions by executing IVR functions that gather customer information before the work item reaches the agent. The work assignment engine can pre-execute IVR blocks to collect basic customer data, determine priority levels, and prepare routing decisions in advance, reducing processing time during actual customer interactions while maintaining comprehensive data collection.
Data Source
AI summary
A contact center is described along with various methods and mechanisms for administering the same. In general, methods and mechanisms are disclosed that are configured to provide interactive voice response (IVR) functionality as one or more distributed resources capable of being assigned work items via a work assignment engine. Assigning work items may be performed via the work assignment engine running an IVR script. This IVR script may be configured to determine information associated with a work item such that an efficient work assignment can be made. In some cases, business rules and the information associated with the work item can affect the work assignment.