Flexible Outbound Contact Request Routing System

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Existing communication systems are inefficient in managing and routing multiple types of outbound contact requests, such as voice calls, emails, and social media messages, especially when handling large-scale campaigns, as they often require manual intervention and cannot adapt to different communication types effectively.

Innovation Solution

A software-based solution that automatically routes outbound contact requests through an API, allowing for flexible handling of various request types by determining the request type and applying appropriate actions, such as scheduling or agent involvement, to efficiently manage and execute contact campaigns across different channels.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If manual methods are used to manage outbound contact requests, then flexibility in handling different communication types is improved, but productivity and efficiency deteriorate

Engineering Contradiction:

Improveflexibility in handling different communication typesVSAvoidefficiency in managing large-scale campaigns

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The system segments outbound contact requests into distinct categories (voice calls, emails, social media messages) and routes each type through specialized handling processes. This segmentation allows the system to maintain flexibility for different communication types while achieving automated high-volume processing, resolving the contradiction between adaptability and productivity.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The patent implements a universal routing system that can handle multiple types of outbound contact requests through a single platform. The system uses a common interface and routing logic that adapts to different communication types, providing both the flexibility of manual handling and the productivity of automation across diverse channels.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Productivity

If automated routing systems are implemented, then productivity and efficiency are improved, but device complexity and difficulty of managing multiple request types worsen

Engineering Contradiction:

Improveefficiency in managing large-scale campaignsVSAvoidcomplexity of routing multiple request types

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent introduces a central routing mechanism that acts as an intermediary between incoming outbound contact requests and the various communication channels. This mediator simplifies the system architecture by providing a single point of decision-making that routes requests appropriately, reducing the overall complexity while maintaining high productivity through automated processing.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The routing system is designed to be dynamic and adaptive, automatically adjusting its behavior based on the type of request received. The system uses conditional logic that dynamically determines the appropriate routing path for each request type, making the complex system easier to manage by eliminating the need for static, pre-configured routing tables for every possible scenario.

Inventive Principle:

Principle #15Dynamics

3Ease of operation

If manual routing is used for each request type, then ease of operation and control are improved, but loss of time and efficiency deteriorate

Engineering Contradiction:

Improvecontrol over contact campaignsVSAvoidtime required to process and route requests

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system performs preliminary classification and routing decisions automatically as requests arrive, eliminating the need for manual intervention in the routing process. This preliminary automated action maintains ease of operation through centralized control while dramatically reducing the time required to process and route large volumes of contact requests across different channels.

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS11410099B2Flexible routing of outbound contact requests

Publication Date: 2022.08.09 SINCH GERMANY GMBH

AI summary

Systems, methods, and computer media for routing outbound contact requests are provided herein. The described examples allow routing and execution of outbound contact requests of different types, such as voice call, voice message, text message, chat, and email. Routing rules govern the routing of scheduled, automatic, and push-delayed outbound contact requests based on the type of outbound contact request and parameters associated with the request. Routing can include, for example, queuing a request for an agent, scheduling a request for release at a specified time, reserving a request for delayed push, or automatically executing an outbound contact event corresponding to the request.