Multi-Party Call Processing with Collective Importance Algorithm
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Solution Overview
Problem
Contact centers lack an effective way to adjust call treatment when multiple individuals are involved in a call, as existing systems assume a single caller and do not account for collective attributes or profiles.
Innovation Solution
A system that processes calls with multiple callers by determining a multi-party caller identification value, retrieving individual caller information, applying a collective importance algorithm to set call treatment attributes, and generating visual displays with collective data, allowing for differentiated services based on the weighted average priority of all callers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If contact centers use traditional single-caller identification systems, then system simplicity is maintained, but the ability to provide differentiated services for multi-party calls is lost
Solution Approach 1:
The patent segments the caller identification data into multiple individual caller IDs within a single call context. The system receives a multi-party caller ID value containing individual caller ID values for each person on the call, retrieves information for each caller separately, and processes them individually while maintaining call-level treatment attributes. This segmentation enables the system to handle multi-party calls with differentiated services without requiring complete system redesign.
Solution Approach 2:
The patent implements a universal call processing framework that handles both single-party and multi-party calls through the same basic architecture. The system uses a unified multi-party caller ID value structure that degrades gracefully to single-caller scenarios, allowing the same processing logic to serve multiple functions. This multi-functionality approach maintains system simplicity while extending adaptability to various call types.
2Adaptability or versatility
If contact centers implement collective importance algorithms for multi-party calls, then service differentiation is improved, but processing complexity increases
Solution Approach 1:
The patent performs preliminary actions by pre-retrieving information for all potential callers in the multi-party caller ID value before final call processing. The system retrieves caller information, determines individual priorities, and calculates collective importance attributes in advance, so that when the call is actually processed, the differentiation logic is already prepared. This preliminary preparation reduces real-time processing complexity while maintaining service differentiation capability.
3Measurement precision
If contact centers retrieve information for each individual caller in a multi-party call, then accuracy of caller profiles is improved, but information retrieval time increases
Solution Approach 1:
The patent implements preliminary information retrieval by fetching data for all individual callers in the multi-party caller ID value simultaneously before call processing begins. The system retrieves caller information, determines individual priorities, and prepares collective profile data in advance, reducing the time penalty during actual call handling while maintaining accurate individual caller profiles for precise service differentiation.
Data Source
AI summary
A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.