Telenursing Call Center Matching Algorithm for Consultant-Subject Pairing
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Solution Overview
Problem
Current call center systems for telenursing lack efficient matching of subjects with care consultants based on holistic information, leading to suboptimal communication and increased stress for care consultants due to inadequate consideration of subject and consultant profiles, conversation characteristics, and real-time physiological states.
Innovation Solution
A system and method that utilize machine-readable instructions to obtain and analyze holistic information, including subject and care consultant profiles, conversation characteristics, previous session data, real-time physiological states, and working conditions, to determine optimal matches between subjects and care consultants, facilitating better communication and reducing stress through predictive analytics and sensor monitoring.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If tele-nurses are selected based on availability only, then call center productivity is improved, but communication quality and subject satisfaction deteriorate
Solution Approach 1:
The system changes the selection parameters from simple availability status to a comprehensive multi-dimensional profile including specialty areas, conversation characteristics, physiological state, and working conditions. This allows the system to maintain high productivity by automating the selection process while improving communication quality through better-matched pairings.
Solution Approach 2:
The care consultant selection system serves multiple functions simultaneously: it monitors availability, assesses specialty expertise, evaluates conversation compatibility, checks physiological state, and optimizes working conditions. This multi-functional approach resolves the contradiction by integrating what were previously separate selection criteria into a unified system.
2Reliability
If subjects are manually transferred to specialized tele-nurses, then communication quality is improved, but loss of time increases
Solution Approach 1:
The system performs preliminary actions by pre-assessing and storing care consultant profiles, specialties, and availability status before calls arrive. When a subject calls, the matching algorithm immediately queries pre-prepared data structures, enabling instant routing to the appropriate specialist without manual transfer delays.
Solution Approach 2:
The automated matching system acts as an intermediary between subjects and care consultants, using algorithmic decision-making to bridge the gap between subject needs and consultant expertise. This intermediary function eliminates the need for manual transfers while maintaining or improving matching quality.
3Reliability
If holistic information is collected and analyzed for matching, then matching quality is improved, but device complexity increases
Solution Approach 1:
The system segments holistic information collection into distinct modular components: subject profile data, care consultant profiles, conversation characteristic analysis, physiological state monitoring, and working conditions tracking. Each module independently collects and processes specific data types, which are then integrated by the matching algorithm. This segmentation reduces overall system complexity while maintaining comprehensive matching quality.
Data Source
AI summary
The present disclosure relates to a system and method configured for matching subjects that call into a call center where calls are answered by care consultants that provide health care or consult on health care remotely via the call center, wherein the matching is based on holistic information related to both the individual subjects and the individual care consultants. The method being performed by one or more hardware processors configured by machine-readable instructions, the method comprising responsive to receiving a call from a first subject, obtaining first subject information associated with the first subject, obtaining care consultant information associated with a plurality of care consultants associated with the call center including first care consultant information associated with a first care consultant, and analyzing the first subject information and the first care consultant information to determine whether a match exists between the first subject and the first care consultant.