Real-Time Resource Allocation for Multi-Channel Virtual Assistance

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Solution Overview

Problem

Existing resource allocation systems in enterprise organizations face inefficiencies due to physical location limitations, leading to operational delays and negative client experiences when all available representatives are occupied, making it difficult to provide real-time distribution of resources.

Innovation Solution

A computing platform that utilizes a resource allocation model to identify available resources across different locations, considering skill levels and availability, and facilitates virtual assistance sessions between clients and available resources.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If physical resources at a location are limited, then the system is simple to manage, but client wait times increase and productivity decreases

Engineering Contradiction:

Improveresource allocation efficiencyVSAvoidclient wait time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system transitions from purely physical resource allocation to a multi-dimensional approach that includes virtual resources. When physical resources at a location are exhausted, the system automatically allocates clients to virtual representatives or resources at different locations, adding a digital dimension to the traditional physical service model and eliminating wait times caused by physical capacity constraints.

Inventive Principle:

Principle #17Another dimension (Dimensionality change)

Solution Approach 2:

The resource allocation system serves multiple functions simultaneously: it manages physical resources, virtual resources, and their dynamic allocation based on real-time availability. This universal system can route clients to any available resource regardless of physical or virtual nature, maximizing productivity while minimizing wait times through flexible multi-channel distribution.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Ease of operation

If real-time resource distribution is implemented, then client service quality improves, but system complexity increases

Engineering Contradiction:

Improveclient service qualityVSAvoidresource allocation system complexity

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The system automatically monitors resource availability across all channels and makes real-time allocation decisions without manual intervention. The resource allocation engine self-manages the complexity of routing clients to available resources, while clients simply interact through their preferred channel. This automated self-service approach improves service quality while containing operational complexity within the system's automated logic.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system continuously monitors resource availability status across physical and virtual channels and uses this feedback to dynamically adjust client routing decisions. This real-time feedback mechanism ensures clients are always directed to available resources, improving service quality while the automated feedback loop manages system complexity through algorithmic decision-making rather than manual coordination.

Inventive Principle:

Principle #23Feedback

3Adaptability or versatility

If multi-channel resource allocation is enabled, then system adaptability improves, but measurement and detection difficulty increases

Engineering Contradiction:

Improveresource allocation flexibilityVSAvoidresource availability monitoring

Core Design Contradiction:

Adaptability or versatilityVSDifficulty of detecting and measuring

Solution Approach 1:

The system introduces a central resource allocation engine as an intermediary that uniformly manages all resource types and channels. This intermediary layer abstracts the complexity of monitoring diverse resource availability patterns, translating them into unified availability signals that simplify detection and measurement while maintaining high adaptability across multiple channels and resource types.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS12555053B2Virtual, real-time, and dynamic availability monitoring to enable multi-channel point-to-point communication

Publication Date: 2026.02.17 BANK OF AMERICA CORP

AI summary

Arrangements related to resource allocation are provided. A computing platform may receive a client request, and may input, into a resource allocation model, the client request, to identify one or more available resources for processing the client request. The computing platform may send, to user devices of the identified one or more available resources, requests to process the client request. The computing platform may receive, within a predetermined period of time, a response from at least one of the one or more available resources, indicating acceptance of the request to process the client request. The computing platform may select one of the one or more available resources, and may configure a virtual assistance session between the client and the selected resource to facilitate processing of the client request.