Communication Server Interaction Invitation Routing

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Solution Overview

Problem

Existing communication systems face challenges in efficiently routing interaction invitations and acceptances, particularly when user devices exceed the capacity of available agents, leading to potential negative outcomes such as damaging user relationships or missing opportunities for interaction.

Innovation Solution

The system uses information about agent capacities, user device presence, and historical acceptance rates to dynamically manage interaction invitations. It automatically initiates invitations based on expected acceptance rates and reassesses capacity to send additional invitations when agent capacity becomes available, thereby optimizing capacity utilization and maintaining performance thresholds.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If interaction invitations are sent to all available user devices, then the quantity of interactions increases, but the reliability of interactions deteriorates due to exceeding agent capacity

Engineering Contradiction:

Improvequantity of interactionsVSAvoidinteraction quality

Core Design Contradiction:

ProductivityVSReliability

Solution Approach 1:

The system performs preliminary assessment of agent capacity and user device characteristics before sending invitations. It calculates expected acceptance rates and determines the optimal number of invitations to send in advance, preventing capacity overload before it occurs

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system continuously monitors acceptance rates and interaction outcomes, using this feedback to dynamically adjust the number of invitations sent. This closed-loop control ensures that invitation volume matches actual agent capacity and user response patterns

Inventive Principle:

Principle #23Feedback

2Adaptability or versatility

If the system dynamically adjusts invitation sending based on capacity reassessment, then the adaptability improves, but the device complexity increases

Engineering Contradiction:

Improvedynamic capacity adjustmentVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The system implements dynamic adjustment of invitation sending based on real-time capacity reassessment. It continuously monitors agent availability and user device status, adapting the number and timing of invitations sent to match current system conditions

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system changes key parameters such as the number of invitations to send, the timing of reassessment, and the threshold for capacity utilization. These parameter adjustments enable flexible adaptation to varying conditions without requiring complex structural changes

Inventive Principle:

Principle #35Parameter changes

Data Source

PatentEP4014477B1Systems and methods for managing interaction invitations

Publication Date: 2025.02.26 LIVEPERSON INC

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AI summary

The present disclosure relates generally to facilitating routing of communications. One example includes a communication server determining capacities associated with a terminal devices based on workloads for agents associated with the terminal devices. Historical acceptance data is accessed for past interaction invitations to user devices associated with one or more criteria. Current data is then used to determine available interactions and to facilitate interactions using interaction invitations based on the historical data and the current number of available interactions.