Onboarding Issue Detection for Routing Assistance Requests
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Solution Overview
Problem
The on-boarding process for multi-tenant computer systems is cumbersome and technically complex, often leading to incorrect identification of issues, resulting in users being routed to unsuitable support agents, causing dissatisfaction due to repeated re-routing.
Innovation Solution
A context-based routing system that identifies the on-boarding stage and velocity of transition for users, matches issues against agent capabilities, and routes users directly to qualified support agents, utilizing engagement context information gathering, engagement state identification, problem identification, and support routing systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If traditional manual routing is used for technical support requests, then users can contact support personnel, but users are frequently routed to incorrect agents causing dissatisfaction and repeated re-routing
Solution Approach 1:
The system performs preliminary analysis of the on-boarding context, stage, and velocity before routing the user to support. This advance preparation ensures the correct agent is identified from the start, eliminating the need for re-routing and reducing time loss.
Solution Approach 2:
The patent replaces manual, mechanical routing processes with an automated intelligent system that analyzes on-boarding context, identifies issues, and routes users to appropriate agents automatically. This substitution eliminates human error in issue identification and routing decisions.
2Measurement precision
If detailed on-boarding context tracking is implemented, then issue identification accuracy improves, but system complexity increases
Solution Approach 1:
The routing system is designed to perform multiple functions: tracking on-boarding stage, measuring velocity, identifying issues, and routing users. By consolidating these functions into a single multi-functional system, the patent reduces overall complexity compared to having separate systems for each function.
Solution Approach 2:
The system automatically collects and analyzes on-boarding context information without requiring additional manual input from users. The velocity calculation and issue identification are performed autonomously by the system, reducing the complexity of data collection processes.
3Reliability
If velocity-based routing is added to the system, then user satisfaction improves through accurate agent matching, but the on-boarding process complexity increases
Solution Approach 1:
The system calculates on-boarding velocity as part of the preliminary analysis before routing. By computing this metric in advance and using it to select the appropriate agent, the system improves matching reliability without adding complexity during the actual support interaction.
Solution Approach 2:
The patent introduces velocity as an additional parameter for agent matching, complementing the existing stage-based routing. This parameter change enables more precise agent selection based on both where the user is in the process and how quickly they are progressing, improving reliability while maintaining a straightforward routing mechanism.
Data Source
AI summary
An issue is identified based on corresponding information indicative of steps taken in an on-boarding process and a velocity of transition through the steps. The issue is matched against an agent based on agent capabilities exposed by the agent. The issue and corresponding information are routed to the agent.