Search-Based Contact Routing for Specialized Agents
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Solution Overview
Problem
Contact centers lack an efficient means for customers to directly reach specialized agents with the required expertise, leading to time-consuming and frustrating processes due to inflexible routing systems that are not suited for atypical or non-supported requests.
Innovation Solution
A system where a communication initiator enters search criteria to identify and select a suitable communication recipient based on qualifications data, using a rules engine to prioritize candidates, and automatically initiates communication without requiring the initiator to enter the recipient's contact address.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If formal menu structures are used for routing contacts, then routing can be accomplished systematically, but the system becomes inflexible and unsuitable for atypical or non-supported requests
Solution Approach 1:
The patent transforms the static, fixed menu structure into a dynamic search-based system. Instead of predetermined routing paths, the system allows customers to input search criteria that dynamically generate routing options. The menu structure evolves from rigid to flexible, adapting to various customer needs including atypical requests while maintaining systematic organization through the search engine.
Solution Approach 2:
The system changes the routing parameters from fixed menu selections to flexible search criteria. Customers can specify multiple parameters (skills, availability, location, etc.) that are processed by the search engine. This parameter transformation allows the system to handle both standard and atypical requests by adjusting the search parameters rather than following predetermined paths.
2Loss of time
If customers dial a telephone number to initiate contact, then contact can be established, but the process becomes time-consuming when specialized agents are not directly accessible
Solution Approach 1:
The system performs preliminary actions by pre-collecting and organizing agent qualification data, skills, and contact information in a database before customer contact is needed. When a customer initiates contact, the search engine can immediately query this pre-organized data and provide routing options, eliminating the need for time-consuming manual routing procedures or multiple transfers to reach specialized agents.
3Productivity
If agents are grouped by skills and assigned through queues, then specialized knowledge can be matched to inquiries, but the process is inefficient for direct routing requests
Solution Approach 1:
The search engine acts as an intermediary between customer inquiries and agent qualifications. Instead of customers directly accessing agent contact information or waiting in queues, the search engine mediates by processing search criteria, matching qualifications, and presenting routing options. This intermediary function streamlines the connection process, maintaining the skill-based matching system while dramatically reducing routing time through automated search and comparison.
Data Source
AI summary
Search-based contact initiation methods and apparatus are provided. In particular, a contact initiator enters search terms in the form of qualifications or characteristics desired of a contact recipient. The search term are used to search qualifications records that include qualifications entered or selected by candidate qualifications recipients. When a match or best match between search criteria and a record associated with a candidate communication recipient is found, the contact initiator is placed into communication with that communication recipient. Communications between the communications initiator and the communication recipient are established using a contact address associated with the qualifications of the communication recipient.