Automated TTY Call Routing and Classification System
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Solution Overview
Problem
Current systems lack efficient methods for routing and managing TTY calls, particularly in large call centers, where distinguishing between TTY and non-TTY calls is challenging, leading to inefficiencies and the need for manual intervention, and there is a lack of automated classification and real-time data analytics for TTY call management.
Innovation Solution
A computer-implemented system that records and routes TTY calls to designated operators, generates real-time feeds of call data, and provides a user interface for managing TTY calls, including event coding and classification by Line of Business, to improve call center efficiency and automate the classification process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual routing methods are used for TTY calls, then call operators can handle calls, but efficiency decreases due to physical retrieval of TTY devices and manual classification
Solution Approach 1:
The patent replaces the mechanical system of physical TTY devices with a software-based communication interface that runs on standard computers. This substitution eliminates the need for operators to physically retrieve and handle dedicated TTY devices, thereby improving efficiency and reducing time loss.
Solution Approach 2:
The patent creates a software-based copy of TTY functionality that can be deployed on standard computing devices. This copying approach allows multiple operators to simultaneously access TTY call capabilities without needing dedicated physical devices, thus improving overall call center productivity.
2Ease of operation
If TTY and non-TTY phone numbers are placed in close proximity, then customer convenience increases, but mistaken calls increase causing efficiency problems
Solution Approach 1:
The patent implements an automated classification system that provides immediate feedback when a non-TTY caller dials the TTY number. The system detects the call type and automatically routes it accordingly, preventing mistaken calls from consuming TTY operator resources while maintaining convenient number placement.
Solution Approach 2:
The system enables self-service routing where the automated classification mechanism handles call type identification and routing without requiring operator intervention. This self-service approach eliminates the productivity loss from mistaken calls while preserving the ease of operation benefit from proximate number placement.
3Device complexity
If software-based solutions are implemented for TTY calls, then device complexity decreases, but automated classification capability is lacking
Solution Approach 1:
The patent creates a universal software platform that handles both the communication interface function and the automated classification function. This multi-functional system eliminates the need for dedicated TTY hardware while simultaneously providing automated call type identification and routing capabilities.
Solution Approach 2:
The patent merges the communication interface functionality with the automated classification functionality into a single integrated software system. This combination allows the system to reduce device complexity while simultaneously achieving a high extent of automation through unified processing of both call handling and classification tasks.
4Measurement precision
If real-time data analytics are implemented, then call management quality improves, but system complexity increases
Solution Approach 1:
The patent introduces an intermediary data collection and analysis layer that sits between the call processing system and the user interface. This intermediary component handles the complex real-time analytics processing while presenting simplified information to operators, thereby improving measurement precision without proportionally increasing perceived system complexity.
Data Source
AI summary
Embodiments of the invention are related generally to systems and methods for routing and administering TTY calls on behalf of individuals who may be deaf and/or hearing-impaired and/or speech-impaired. The invention provides for systems and methods which are operable to both streamline the routing of non-TTY calls, which are often mistakenly made to TTY phone numbers, as well as to better administer TTY calls to true TTY callers. In the present invention, TTY calls are routed to an operator, who may be presented with a real-time feed of TTY calls received by themselves and/or by other operators. Further, search functionality and exportation of data from the system provide additional functionality for users. In embodiments of the invention, data associated with this system may be used to allow for more effective management of a TTY system by users and/or system administrators.