Request Management System Routing Based on User Expertise
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Solution Overview
Problem
Existing request management systems for IT support, such as VOIP systems, treat all users equally, leading to inefficient handling of requests from technically astute users who have already researched their problems, resulting in delayed resolution and potential frustration that may lead to unapproved and risky alternative solutions.
Innovation Solution
A request management system that assesses user expertise by identifying customer experience profiles and routing requests to appropriate resolution processes based on expertise levels, using a request processing engine and router to select either standard or abbreviated scripts for resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If all users are treated equally with standardized routing and scripted troubleshooting, then consistent handling and system efficiency are maintained, but technically astute users experience delayed resolution and frustration
Solution Approach 1:
The system applies different service qualities to different user segments by evaluating customer experience levels and routing them to appropriate resolution processes. Technically astute users with higher experience levels receive abbreviated scripts and direct access to expert agents, while standard users receive comprehensive scripted troubleshooting, thereby optimizing resolution time for each segment without compromising overall system efficiency
Solution Approach 2:
The system changes the parameter of service delivery by dynamically adjusting the resolution process based on customer experience level. This includes modifying script complexity, agent assignment criteria, and interaction depth according to the evaluated expertise of each caller, allowing the system to adapt its behavior to match user needs
2Stability of the object's composition
If standardized scripted troubleshooting is used for all callers, then consistent service delivery is ensured, but knowledgeable users must repeat information and experience unnecessary repetition
Solution Approach 1:
The system performs preliminary evaluation of customer experience level before initiating the troubleshooting process. By assessing user expertise in advance through the customer experience profile, the system can prepare appropriate resolution processes that recognize and leverage the user's existing knowledge, preventing unnecessary repetition and information loss
3Reliability
If comprehensive scripted questions are asked to all users, then thorough problem assessment is achieved, but capable users become frustrated and may seek unapproved alternative solutions
Solution Approach 1:
The system applies partial action by tailoring the depth and scope of troubleshooting questions to the customer's experience level. For highly experienced users, the system uses abbreviated scripts with fewer, more targeted questions, while maintaining thorough problem assessment through direct agent intervention. This prevents user frustration and attrition while ensuring reliable problem diagnosis
Data Source
AI summary
A computing system and method for request management receive an incoming customer request at a request management server. Components at the server identify a type of problem associated with the request and the customer sending the request. The system searches for a customer experience profile for the identified customer in a customer database stored in a computer memory and determines based on the customer experience profile if the customer has prior experience solving the type of problem identified. The system routes the customer to an abbreviated resolution process when the customer has prior experience solving the identified type of problem and resolves the request using the abbreviated resolution process.