Multi-Agent Routing Orchestration for Contact Center Efficiency
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Solution Overview
Problem
Current multi-contact routing paradigms in contact centers often result in highly skilled agents performing tasks that could be handled by less expensive resources, such as AI bots or agents with lower-level skills, leading to inefficiencies and increased costs.
Innovation Solution
A computerized method for orchestrating multi-agent to multi-contact attribute-based routing, which involves an orchestration engine that allocates communication channels to agents based on their proficiencies, allowing AI bots or lower-paid agents to handle portions of interactions, while maintaining seamless contact management by designating primary and secondary agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If multi-contact routing is implemented to increase agent productivity, then agent productivity is improved, but highly skilled agents perform tasks that could be handled by less expensive resources leading to increased costs
Solution Approach 1:
The patent segments the interaction handling into multiple independent agents (primary agent, secondary agents, AI bots) where each agent handles specific portions of contacts based on their skills. This allows highly skilled agents to focus only on complex tasks requiring their expertise while routine tasks are handled by less expensive resources, thereby maintaining high productivity while reducing operational costs.
Solution Approach 2:
The patent applies local quality by assigning different skill levels and proficiencies to different agents, and routing specific portions of contacts to agents with the appropriate local expertise. Each agent has specialized capabilities matched to specific task requirements, ensuring that highly skilled agents are not wasted on simple tasks while maintaining overall system productivity.
2Reliability
If attribute-based routing is used to route contacts to the most qualified agent, then contact quality is improved, but highly skilled agents perform elementary tasks leading to reduced efficiency
Solution Approach 1:
The patent segments the contact routing process into multiple stages with different agents handling different segments. The primary agent handles initial routing and qualification, then secondary agents with specific proficiencies handle subsequent portions based on contact attributes. This segmentation maintains contact quality through specialized handling while improving agent efficiency by preventing highly skilled agents from performing elementary tasks.
Solution Approach 2:
The patent introduces an intermediary routing mechanism that acts as a mediator between contacts and agents. This intermediary system analyzes contact attributes and routes contacts to the most appropriately skilled agent for each specific task portion, ensuring both high contact quality and optimal agent efficiency by matching skills to task requirements.
3Loss of energy
If AI bots are used to handle routine tasks, then operational costs are reduced, but seamless contact interaction becomes difficult to maintain
Solution Approach 1:
The patent introduces human agents as intermediaries who coordinate between AI bots and contacts. The primary human agent maintains seamless interaction with the contact while delegating routine tasks to AI bots. This intermediary role ensures that contact interaction remains smooth and natural while still achieving cost reduction through bot involvement in routine tasks.
Solution Approach 2:
The patent extracts routine tasks from the human agent's workflow and assigns them to AI bots. By taking out these repetitive, low-value tasks from human interaction, the system reduces operational costs while human agents focus on maintaining seamless contact interaction and handling complex issues requiring emotional intelligence and judgment.
Data Source
AI summary
A computerized method for enhancing agent's efficiency in a contact center by orchestrating a multi-agent to multi-contact attribute-based routing while maintaining seamless contact interaction is provided herein. The computerized method includes receiving a request for service and in response may operate an orchestration engine. The orchestration engine derives contact related information from the communication channel to yield at least one contact attribute and according to a preconfigured set of rules and the agent's availability state, performs attribute-based routing of the request for service to one or more agents and designates a primary agent out of the one or more agents to handle the request for service, and when the orchestration engine can't find a human agent having a proficiency as defined in the computerized system, the orchestration engine is designates as a primary agent, a bot agent.