Location-Aware Call Routing for Demographic Agent Matching
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Solution Overview
Problem
Existing call routing systems in call centers often fail to efficiently connect callers with agents who are familiar with their environment, accent, or mannerisms, leading to suboptimal communication experiences.
Innovation Solution
A communication routing system that utilizes general location and demographics to route calls to agents likely familiar with the caller's environment and characteristics, using data and metadata from carrier networks to determine a general location and user demographics, and employing a communication forwarder to direct calls to appropriate communication centers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If calls are routed using traditional IVR and ACD systems based on predefined rules, then the routing process is automated and efficient, but the connection quality between callers and agents is suboptimal because agents are not selected based on location or demographic similarities
Solution Approach 1:
The patent introduces a communication forwarder as an intermediary component between the incoming call and the agent selection process. This forwarder retrieves location and demographic data about the caller, matches it with agent profiles, and uses this information to make intelligent routing decisions. The intermediary enables location-aware routing without requiring complete redesign of the existing IVR/ACD system.
Solution Approach 2:
The system performs preliminary actions by retrieving location and demographic information about the caller before the actual call connection is made. Agent profiles are also pre-loaded with their own location and demographic data. This preliminary data gathering enables the routing decision to be based on meaningful similarities rather than random or purely rule-based assignment.
2Reliability
If location and demographic data is collected and processed to route calls to appropriate agents, then call connection quality improves, but the system complexity and data processing requirements increase
Solution Approach 1:
The communication forwarder system performs self-service by automatically retrieving location and demographic data from carrier networks and matching it with agent profiles without requiring manual intervention. The system autonomously processes the data matching and makes routing decisions based on the retrieved information, improving processing efficiency through automation.
Solution Approach 2:
The system incorporates feedback mechanisms where the communication forwarder continuously monitors call outcomes and adjusts routing decisions based on performance data. This feedback loop enables the system to learn from previous routing decisions and improve its matching accuracy over time, enhancing both connection quality and processing efficiency.
Data Source
AI summary
Particular embodiments described herein provide for a system, an apparatus, and a method to help enable communication routing based on general location and/or demographics. The system, apparatus, and method can include or enable receiving a communication from an electronic device, determining a general location of the electronic device based at least in part on data and/or metadata included with the communication, and routing the call based on the general location of the electronic device. In some examples, the system, apparatus, and method can include or enable determining demographic data related to the user the electronic device and routing the call based on the general location of the electronic device and the demographic data.