Unified Messaging Platform Automatic Escalation Routing
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Solution Overview
Problem
In call centers with a single or limited telephone number, customers experience poor quality of service due to delayed responses when customer service representatives are unavailable, as messages are not timely routed to alternative representatives.
Innovation Solution
A unified messaging platform identifies users based on incoming communication designations, determines message recipients through databases and address books, and routes messages to available recipients using predetermined or random assignment algorithms, with options for message escalation when the intended recipient is unavailable.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If a single or limited telephone number is used for customer service, then device complexity is reduced, but service reliability deteriorates when representatives are unavailable
Solution Approach 1:
The patent introduces a unified messaging platform as an intermediary between customers and customer service representatives. This platform receives messages through a single telephone number and automatically routes them to appropriate representatives, eliminating the need for multiple telephone numbers while ensuring reliable message delivery even when specific representatives are unavailable.
Solution Approach 2:
The system implements automatic message routing and escalation without human intervention. When a message is received, the system automatically determines the appropriate recipient, routes the message, and if the primary recipient is unavailable, automatically escalates to alternative representatives based on predetermined criteria, making the system self-managing and improving reliability.
2Device complexity
If messages are deposited in a single recipient's mailbox, then message routing complexity is reduced, but response time increases when the recipient is unavailable
Solution Approach 1:
The system performs preliminary actions by establishing predetermined escalation criteria and alternative recipient lists before messages are received. When a message arrives and the primary recipient is unavailable, the system immediately executes the pre-planned escalation sequence, significantly reducing response time compared to manual routing decisions.
Solution Approach 2:
The message routing system is made dynamic by implementing automatic escalation mechanisms. Instead of a static single-recipient model, the system adaptively routes messages to alternative representatives based on real-time availability, transforming the rigid routing structure into a flexible, responsive system that minimizes customer wait time.
3Reliability
If automatic escalation is implemented, then service reliability is improved, but system complexity increases
Solution Approach 1:
The complex escalation system is segmented into distinct, manageable components: message reception, recipient determination, availability checking, escalation decision-making, and message forwarding. Each component handles a specific function, making the overall complex system maintainable and understandable while achieving high reliability through systematic message handling.
Data Source
AI summary
A user is identified based at least in part on a user identification designation associated with an incoming communication. A message recipient is then determined based at least in part on the identified user and one or more address books associated with message recipients by comparing the user identification designation to one or more entries in the one or more recipient databases. The incoming communication is routed to the determined message recipient. Escalation procedures are implemented up to a configured level in the recipient organization based on various criteria. As messages are escalated and deposited in mailboxes associated with the determined message recipients, the determined message recipients are notified of the deposited messages.