Site-Aware Callback Routing System
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Solution Overview
Problem
Contact centers face high inter-site traffic and costs due to voice callbacks being dialed from sites other than where the callback was initiated, leading to potential high-cost or prohibited connections, and inefficient agent allocation.
Innovation Solution
Implementing a system that prioritizes dialing voice callbacks from the site with the highest chance of the selected agent being located, using a predictive algorithm to manage callback queues and agent allocation, ensuring callbacks are connected to agents within the same site to reduce costs and improve customer satisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If voice callbacks are dialed from sites other than where the callback was initiated, then agent availability increases, but inter-site traffic and costs increase
Solution Approach 1:
The system performs preliminary routing decisions by predicting the likely site of the selected agent before the callback is dialed. The router uses a predictive algorithm to determine which site has the highest probability of having the selected agent, and proactively routes the callback to that site. This preliminary action prevents costly inter-site transfers after the callback is established.
Solution Approach 2:
The patent introduces an intermediary predictive algorithm that acts as a mediator between the callback routing system and the agent distribution across sites. This intermediary component analyzes agent availability data and predicts the most likely site for the selected agent, enabling intelligent routing decisions that balance agent availability with cost reduction.
2Productivity
If callbacks are routed to agents at different sites, then more agents can be utilized, but connection costs and prohibited connections increase
Solution Approach 1:
The router performs preliminary site determination by predicting which site the selected agent is most likely located at before establishing the callback connection. This advance prediction allows the system to route callbacks to the correct site from the outset, preventing prohibited connections and reducing costs while maintaining high agent utilization.
Solution Approach 2:
The system dynamically changes the routing parameter (callback origin site) based on predicted agent location. Instead of using a fixed routing rule, the system adjusts the routing decision in real-time based on the predicted site of the selected agent, optimizing both agent utilization and connection cost efficiency.
3Adaptability or versatility
If callbacks are dialed from any site, then system flexibility increases, but routing precision and cost efficiency decrease
Solution Approach 1:
The system performs preliminary prediction of the agent's site location before routing the callback. This preliminary action enables the system to maintain flexibility in agent selection while achieving precise routing by predicting the most likely site of the selected agent and routing the callback to that specific site.
Solution Approach 2:
The patent implements a feedback mechanism where the predictive algorithm continuously learns from actual agent locations and callback routing outcomes. This feedback loop improves the precision of site predictions over time, allowing the system to maintain high flexibility while progressively improving routing accuracy and cost efficiency.
Data Source
AI summary
A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.