Representative Client Framework for In-Flight Contact Routing

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Solution Overview

Problem

Conventional contact centers face inefficiencies in analyzing data associated with interactions during live sessions due to network and memory latency, making real-time contact routing and management difficult, and external communication services often transmit data post-session, rendering it unavailable for in-flight management.

Innovation Solution

Implementing a thick client framework with containerized application images on representative devices to generate and transmit real-time interaction data, using machine-learning models for real-time quality tracking and workflow optimization, and integrating a contact center server for centralized data aggregation and analysis.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If conventional contact centers retrieve and join data from multiple relational databases during live contacts, then contact routing and management can be performed, but network and memory latency cause delays making the process inefficient

Engineering Contradiction:

Improvecontact routing efficiencyVSAvoiddata retrieval delay

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system performs preliminary actions by collecting and storing contact data in real-time during the interaction, rather than retrieving it later from multiple databases. The thick client framework continuously gathers data from various sources (contact information, customer profile, interaction logs) and makes it immediately available for routing decisions, eliminating the latency of post-hoc data retrieval and joining operations

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent introduces an intermediary layer (the thick client framework with embedded analytics engine) that sits between the data sources and the routing logic. This intermediary continuously collects, processes, and caches relevant data locally, serving as a mediator that provides immediate access to routing information without requiring real-time queries to multiple external databases, thus reducing network latency

Inventive Principle:

Principle #24Intermediary (Mediator)

2Loss of information

If external communication services transmit contact data after session termination, then data completeness is improved, but data becomes unavailable for in-flight contact routing or management

Engineering Contradiction:

Improvecontact data completenessVSAvoiddata availability timing

Core Design Contradiction:

Loss of informationVSLoss of time

Solution Approach 1:

The system implements continuous data collection and processing throughout the entire contact lifecycle. The thick client framework continuously gathers contact data, customer interactions, and contextual information in real-time, maintaining an up-to-date data stream that is available for routing decisions at any point during the contact, rather than waiting for session termination to compile complete data sets

Inventive Principle:

Principle #20Continuity of useful action

Solution Approach 2:

The system performs preliminary data collection and preliminary routing decisions based on available data at the start of contact. By gathering essential contact information and customer context before the interaction begins or early in the contact, the system can make immediate routing decisions without waiting for complete post-session data from external services

Inventive Principle:

Principle #10Preliminary action

3Ease of operation

If contact centers use automated tools for real-time sentiment analysis and cross-selling during live contacts, then customer service quality improves, but computational time and processing resources increase

Engineering Contradiction:

Improverepresentative assistance qualityVSAvoidcomputational processing time

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system implements self-service capabilities by embedding the analytics engine directly within the thick client framework. The client device performs sentiment analysis, cross-selling opportunities identification, and other computational tasks locally using its own processing resources, rather than relying on centralized server computation. This distributes the computational burden to the edge device, reducing server processing time and enabling faster real-time assistance for representatives

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS12477067B2Representative client devices in a contact center environment

Publication Date: 2025.11.18 STATE FARM MUTAL AUTOMOBILE INSURANCE COMPANY

AI summary

Techniques described herein relate to a client application framework for a contact center environment. A role-specific thick client framework may include a web browser-based, desktop application having multiple processes that can be distributed across the computing infrastructure of the client device. A portion of the framework may include a container application image received from an internal server of the contact center and launched by the client device. The desktop application may collect data associated with use of the container application image and transmit the collected data to a contact center server. The contact center server may process the data, in some instances along with data from additional desktop applications on additional client devices, to implement one or more integrated models across the contact center environment.