Service Session Reconnection Routing via Activity Records

Solution Overview

Problem

Traditional service environments face inefficiencies in call routing, leading to misrouting and increased resource consumption due to errors in routing decisions, which results in a frustrating user experience and excessive resource expenditure.

Innovation Solution

Implementing a method that determines a category for service requests based on previous sessions, allowing for automatic routing to suitable service representatives by storing activity records and using them to reconnect service sessions efficiently, thereby bypassing redundant routing processes.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If traditional routing processes are used for each service request, then routing decisions can be made independently, but processing power and memory are excessively consumed due to redundant routing operations

Engineering Contradiction:

Improverouting efficiencyVSAvoidprocessing power consumption

Core Design Contradiction:

ProductivityVSUse of energy by moving object

Solution Approach 1:

The system performs preliminary routing analysis and stores the results in activity records during the initial service session. When a customer reconnects, the pre-stored routing information is retrieved and used, eliminating the need to repeat the entire routing analysis process and reducing processing power consumption.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system creates copies of routing decisions and stores them in activity data stores. These copies are then retrieved for subsequent service requests, allowing the system to avoid reprocessing the same routing logic and reducing memory and processing requirements.

Inventive Principle:

Principle #26Copying

2Ease of operation

If traditional routing processes are used for each service request, then routing can be performed without relying on previous sessions, but user experience becomes frustrating due to repeated routing questions and delays

Engineering Contradiction:

Improveuser experienceVSAvoidrouting time

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system performs preliminary routing analysis and stores the results in activity records during the initial service session. When a customer reconnects, the pre-stored routing information is retrieved and used, eliminating the need to repeat the entire routing analysis process and reducing processing power consumption.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system provides feedback to the routing process by retrieving and utilizing historical activity records from previous service sessions. This feedback mechanism allows the system to make more informed routing decisions quickly, reducing wait time and improving user experience by avoiding repeated routing questions.

Inventive Principle:

Principle #23Feedback

3Measurement precision

If activity records are stored and retrieved for reconnection routing, then routing accuracy improves by leveraging previous session data, but device complexity increases due to additional data storage and retrieval mechanisms

Engineering Contradiction:

Improverouting accuracyVSAvoidsystem complexity

Core Design Contradiction:

Measurement precisionVSDevice complexity

Solution Approach 1:

The system performs preliminary routing analysis and stores the results in activity records during the initial service session. When a customer reconnects, the pre-stored routing information is retrieved and used, eliminating the need to repeat the entire routing analysis process and reducing processing power consumption.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system introduces activity data stores as intermediaries between the service requests and routing logic. These intermediaries store and retrieve historical routing information, allowing the system to maintain high routing accuracy without significantly increasing the complexity of the core routing engine.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS11792091B1Reconnection routing for service sessions

Publication Date: 2023.10.17 UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

AI summary

Techniques are described for routing service requests, in a service environment, based on a category of a previously terminated service session. A category is determined for a first service session involving an individual, the category being a topic, question, and/or problem discussed during the first service session. An activity record may be stored that identifies the individual and the category of the first service session. If the first service session is terminated, a reconnection dialog can be presented to request a reconnection. A second service request may be sent based on the selection through the reconnection dialog. Responsive to receiving the second service request, the activity record may be accessed and used to determine the category of the previous service session. The service request can then be automatically routed to a service representative suited to handle requests in that particular category.