Omni-Channel Routing System Context Transfer
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Solution Overview
Problem
Customer interactions across multiple channels often require repetitive information sharing when transferred between platforms, leading to dissatisfaction and delays in service.
Innovation Solution
A multi-tenant and omni-channel routing system that collects context data from one platform, identifies the appropriate destination platform, and transfers the interaction with pre-populated context, using machine learning and AI to optimize routing decisions across different communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If customer interactions are transferred between different platforms in a multi-tenant system, then service coverage and channel versatility are improved, but customers must repeatedly provide the same information leading to service delays and customer dissatisfaction
Solution Approach 1:
The system performs preliminary actions by collecting and storing interaction context data from the first platform before the transfer occurs. This pre-collection of information including customer details, interaction history, and purpose ensures that when the interaction is routed to the second platform, the context is already prepared and can be immediately utilized, eliminating the need for customers to repeat information and preventing service delays
Solution Approach 2:
The routing system acts as an intermediary between the first and second platforms. It receives the call to transfer, collects context from the first platform, identifies the appropriate second platform based on context, and then routes the interaction while communicating the collected context to the second platform. This intermediary role ensures seamless information transfer and maintains service continuity across platforms
2Ease of operation
If interaction context is collected and transferred between platforms, then customer satisfaction is improved by reducing repetitive data entry, but system complexity increases due to multi-platform coordination requirements
Solution Approach 1:
The routing system is designed with universal functionality to handle multiple types of interactions across different platforms and communication channels. It can collect context from various platforms (IVR, chat, social media, mobile application) and route to different destination platforms, making it adaptable to diverse scenarios without requiring separate systems for each platform pair, thus managing complexity through consolidation
Solution Approach 2:
The routing system serves as a centralized intermediary that manages all platform-to-platform transfers. By consolidating the context collection, identification, and routing functions in a single intermediary system rather than implementing point-to-point integration between all platforms, the system improves ease of operation for customers while managing complexity through centralized control
3Manufacturing precision
If the system routes interactions based on context analysis, then service precision and customer satisfaction are improved, but processing time and computational resources are consumed
Solution Approach 1:
The system performs preliminary context collection and analysis before the actual routing decision is finalized. By gathering all necessary context information from the first platform in advance and pre-identifying the appropriate second platform based on that context, the system ensures accurate routing decisions are made quickly without delaying the interaction transfer
Solution Approach 2:
The system replaces manual or rule-based routing mechanisms with AI-powered context analysis. Machine learning models automatically analyze the collected context data to identify the most appropriate destination platform, replacing complex mechanical decision-making processes with intelligent algorithms that can process information faster and more accurately than traditional methods
Data Source
AI summary
Systems and methods for multi-tenant and omni-channel routing are disclosed. In one embodiment, a method for multi-tenant and omni-channel routing may include: (1) a multi-tenant and omni-channel routing computer program executed by an information processing apparatus comprising at least one computer processor receiving, from a first platform in a multi-tenant system, a call to transfer an interaction between the first platform and a third party to a second platform in the multi-tenant system; (2) the multi-tenant and omni-channel routing computer program collecting a context of the interaction from the first platform; (3) the multi-tenant and omni-channel routing computer program identifying the second platform based on the context of the interaction; and (4) the multi-tenant and omni-channel routing computer program routing the interaction to the second platform and communicating the context to the second platform.