Proximity-Based Agent Proficiency Routing for Contact Centers
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Contact centers face challenges in monitoring and recording customer interactions at physical branch locations, leading to reduced effectiveness in providing customer service and understanding customer needs, as well as variability in agents' access to communication channels affecting service quality.
Innovation Solution
A system and method that utilize proximity information to adjust agent proficiency levels based on their location and environment, enabling appropriate routing of customer interactions and data collection similar to contact centers, by using proximity devices to track agents' and customers' locations and access to communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If proximity tracking is implemented to monitor agent location and adjust proficiency levels, then service quality and routing accuracy are improved, but system complexity and implementation cost increase
Solution Approach 1:
The proximity tracking system serves multiple functions: monitoring agent location, determining proficiency levels, routing interactions, and collecting customer interaction data. By making the system multi-functional, the patent reduces the need for separate systems for each function, thereby managing complexity while improving service quality through integrated operations.
Solution Approach 2:
The system automatically adjusts agent proficiency levels based on proximity information without requiring manual intervention. The routing system self-regulates by matching interactions to agents based on real-time proficiency data, reducing the need for manual routing decisions and administrative overhead.
2Quantity of substance
If manual monitoring of customer interactions at physical locations is used, then implementation cost is reduced, but data collection effectiveness and service monitoring quality deteriorate
Solution Approach 1:
The patent replaces manual monitoring mechanisms with automated electronic proximity tracking and data collection systems. Sensors and software automatically capture interaction data, replacing the mechanical/manual process of human observers, thereby increasing both data quantity and monitoring quality simultaneously.
Solution Approach 2:
The system continuously collects proximity data and interaction information, then uses this feedback to dynamically adjust proficiency levels and routing decisions. This closed-loop feedback mechanism ensures high-quality service monitoring by constantly analyzing actual interaction data and using it to improve future routing accuracy.
3Measurement precision
If agent proficiency levels are dynamically adjusted based on proximity information, then routing accuracy is improved, but processing complexity and computational requirements increase
Solution Approach 1:
The system adjusts proficiency levels dynamically only when proximity changes occur, rather than continuously recalculating all parameters. This partial action approach maintains routing accuracy by updating only when necessary, reducing unnecessary computational overhead and processing complexity.
4Reliability
If real-time proximity tracking is implemented to ensure qualified agents handle interactions, then service quality is improved, but energy consumption and operational cost increase
Solution Approach 1:
The system performs proficiency level adjustments and routing decisions at periodic intervals or when triggered by specific events (proximity changes), rather than continuously monitoring all parameters in real-time. This periodic action maintains service quality by ensuring qualified agents handle interactions while reducing energy consumption by avoiding constant full-system operation.
Data Source
AI summary
In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.