Scalable Interaction Prioritization via Segment-Based Recalculation

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Solution Overview

Problem

Existing contact center systems face scalability issues in prioritizing interactions due to the linear growth of processing power requirements with the number of interactions, leading to resource exhaustion and potential misselection of non-highest priority interactions.

Innovation Solution

Implementing a scalable interaction prioritization system that calculates and updates priorities only for the oldest interactions within each priority profile segment, allowing for efficient distribution of the highest priority interactions to available agents without overwhelming system resources.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If priority calculations are performed for all interactions, then priority accuracy is improved, but system resource consumption increases linearly with the number of interactions

Engineering Contradiction:
Improvepriority accuracyVSAvoidsystem resource consumption
Core Design Contradiction:
Measurement precisionVSUse of energy by moving object

Solution Approach 1:

The patent segments the interaction queue into multiple priority profile segments (e.g., high priority, medium priority, low priority). Instead of calculating priorities for all interactions, the system only performs priority calculations for the oldest interactions within each segment. This segmentation approach maintains priority accuracy for critical interactions while dramatically reducing overall computational resource consumption.

Inventive Principle:
Principle #1Segmentation

Solution Approach 2:

The patent applies partial action by calculating priorities only for a subset of interactions (specifically, only the oldest interactions in each priority profile segment) rather than for all interactions. This partial calculation approach is sufficient to maintain system functionality and priority accuracy where needed, while avoiding the excessive resource consumption that would result from universal priority recalculation.

Inventive Principle:
Principle #16Partial or excessive action

2Productivity

If processing power is increased to handle more interactions, then interaction handling capacity is improved, but system complexity and resource management difficulty increase

Engineering Contradiction:
Improveinteraction handling capacityVSAvoidsystem complexity
Core Design Contradiction:
ProductivityVSDevice complexity

Solution Approach 1:

The patent divides the interaction processing system into multiple priority profile segments, each handling a specific range of priority levels. This segmentation allows the system to scale by adding more segments rather than increasing the complexity of a monolithic processing system. Each segment independently manages its own interactions, simplifying resource allocation and system management.

Inventive Principle:
Principle #1Segmentation

Solution Approach 2:

The patent implements dynamic priority profile segments that can be adjusted based on system load and interaction characteristics. The system dynamically determines which segments require priority recalculation and processes only those segments, allowing flexible adaptation to varying system conditions without requiring complex static resource allocation strategies.

Inventive Principle:
Principle #15Dynamics

3Loss of time

If priority recalculation frequency is increased, then priority timeliness is improved, but system resource exhaustion occurs

Engineering Contradiction:
Improvepriority timelinessVSAvoidsystem resource exhaustion
Core Design Contradiction:
Loss of timeVSUse of energy by moving object

Solution Approach 1:

The patent implements periodic priority recalculation at strategically determined intervals for different priority profile segments. Instead of continuous or uniform periodic recalculation for all interactions, the system applies periodic action selectively - recalculating priorities for high-priority segments more frequently while using less frequent recalculation for lower-priority segments. This approach maintains priority timeliness for critical interactions while preventing system resource exhaustion.

Inventive Principle:
Principle #19Periodic action

Solution Approach 2:

The patent performs preliminary priority calculations for the oldest interactions in each segment before they become critically overdue. By proactively recalcuating priorities at optimal intervals rather than waiting for deadlines to expire, the system maintains timely priority accuracy while avoiding the resource exhaustion that would result from last-minute or continuous recalculation.

Inventive Principle:
Principle #10Preliminary action

Data Source

PatentUS10154142B2System and method for scalable interaction prioritization
Publication Date: 2018.12.11 GENESYS CLOUD SERVICES INC
  • US10154142B2 patent drawing
  • US10154142B2 patent drawing
  • US10154142B2 patent drawing

AI summary

A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time.