Quantum Contact Center Agent Assignment
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Solution Overview
Problem
Conventional contact centers using classical computers face performance limitations in assigning optimal agents to callers efficiently, leading to increased wait times due to the computational complexity of matching multiple attributes and the scalability issues with the number of contacts and agents, making it impractical to handle large volumes of calls within a reasonable time frame.
Innovation Solution
The implementation of quantum computing resources to reduce the time and complexity of decision-making by predicting caller questions and matching agents, allowing for the anticipation of agent assignments and providing probabilistic outputs that can be processed by traditional computing systems to optimize agent selection.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conventional classical computers are used for agent assignment, then the system structure is simple and easy to implement, but the processing time becomes excessively long and the system reaches a performance ceiling requiring extreme processing power and memory
Solution Approach 1:
The patent changes the fundamental computational parameter from classical bits to quantum bits (qubits), enabling the system to process multiple assignment possibilities simultaneously through quantum superposition. This parameter change allows the quantum computer to evaluate numerous agent-caller matches in parallel, dramatically reducing the time required to find optimal assignments while handling large volumes of calls.
2Productivity
If the number of agents and callers increases to handle more contacts, then the contact center capacity increases, but the computational complexity becomes non-polynomial and exceeds classical computing capabilities
Solution Approach 1:
The patent transitions from classical computational dimensionality to quantum computational dimensionality by utilizing quantum superposition and entanglement. This allows the system to handle non-polynomial complexity problems by operating in a quantum state space that can represent and process exponentially more possibilities simultaneously, making previously intractable large-scale assignment problems solvable.
3Measurement precision
If classical computers perform long database searches to match caller attributes with agent attributes, then the matching accuracy can be maintained, but the processing time becomes impractical for real-time operations
Solution Approach 1:
The quantum computer performs preliminary computations by preparing quantum states that encode all possible agent-caller assignments and their associated attributes. Through quantum algorithms, the system pre-processes and evaluates multiple matching scenarios simultaneously before a caller actually contacts the center, enabling rapid retrieval of optimal assignments when needed without performing lengthy searches in real-time.
Data Source
AI summary
A contact center, system, and method of operating a contact center are provided. In one example, the system includes a quantum computing resource and a server. The server is configured to receive a contact from a customer communication device, provide information about the contact to the quantum computing resource, receive a probabilistic output from the quantum computing resource based on the quantum computing resource processing the information about the contact, and make a work assignment decision for the contact based on the probabilistic output.