Smart Routing Engine for Projective Channel Hopping
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Solution Overview
Problem
In high-volume customer engagement centers, customers often select initial CSR channels based on convenience, unaware of alternative channels with faster response times, leading to prolonged wait times and dissatisfaction due to varying CSR availability across channels.
Innovation Solution
A method and system utilizing a smart routing engine to assess and project CSR channel availability, allowing customers to switch to more efficient channels, reducing wait times and informing them of alternative communication options through periodic reevaluation and multi-channel interaction support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customers select CSR channels based on perceived convenience, then ease of operation is improved, but wait time increases due to channel availability variations
Solution Approach 1:
The system performs preliminary assessment of CSR channel availability and performance metrics before the customer actually contacts a CSR. The smart routing engine evaluates multiple channels in advance and proactively presents optimized channel options to customers before they commit to a specific channel, allowing customers to make informed decisions rather than relying on perceived convenience alone.
Solution Approach 2:
The system implements continuous feedback loops that monitor real-time CSR channel performance metrics including wait times, resolution rates, and customer satisfaction. This feedback is fed back to the smart routing engine which dynamically adjusts channel recommendations, creating a closed-loop system that continuously optimizes channel assignment based on actual performance rather than static customer preferences.
2Loss of time
If customers are informed of alternative channels with faster response times, then wait time decreases, but device complexity increases due to multi-channel assessment and routing
Solution Approach 1:
The smart routing engine is designed as a universal platform that can assess and route across multiple types of CSR channels (phone, email, chat, social media) through a single unified system. Rather than implementing separate routing systems for each channel type, the engine provides multi-functional capability to evaluate and manage diverse communication channels through common assessment criteria and a unified user interface.
Solution Approach 2:
The system implements self-service capabilities where the routing engine automatically assesses channel availability, predicts outcomes, and presents recommendations without requiring manual intervention from supervisors or complex configuration. The system serves itself by continuously monitoring its own performance metrics and autonomously optimizing routing decisions, reducing the operational complexity burden.
3Productivity
If the system continuously assesses and projects channel availability, then customer connection efficiency improves, but use of energy increases due to periodic reevaluation
Solution Approach 1:
The system implements periodic reassessment of channel availability at strategically determined intervals rather than continuous monitoring. The smart routing engine evaluates whether reassessment is necessary based on triggering events such as significant changes in channel performance metrics, threshold breaches, or scheduled review periods, thereby reducing unnecessary computational cycles and associated energy consumption while maintaining effective customer routing.
Solution Approach 2:
The system dynamically adjusts assessment parameters and thresholds based on current system conditions and historical performance data. Rather than using fixed assessment intervals and criteria, the engine modifies assessment frequency, depth, and parameters according to channel volatility, time of day, and customer volume patterns, optimizing the balance between connection efficiency and energy consumption by adapting assessment intensity to actual needs.
Data Source
AI summary
The present invention is a system and method for projective channel hopping within a customer engagement center (CEC) system. The CEC system receives a customer through a system entry point and receives, from the customer, a communication in a current customer service representative (CSR) channel in the CEC system. The CEC system assesses its ability to connect the customer with a CSR on the current CSR channel using a smart routing engine (SRE), which also assesses its current ability to connect the customer with a CSR on other equivalent CSR channels. Using the SRE, the CEC system compares its ability to connect the customer with a CSR on current and equivalent CSR channels to determine if the customer should remain on their current CSR channel or transfer to a new one. In the latter case, the CEC system offers the customer a chance to change channels or remain on their current channel.