Urgency Scoring System for Dynamic Call Routing
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Solution Overview
Problem
Conventional automated response systems in call centers are unable to adequately handle urgent matters, leading to time-critical issues not being properly resolved and callers with urgent problems not receiving timely satisfaction.
Innovation Solution
A system that uses artificial intelligence to generate urgency scores for callers based on real-time and historical data, modifying bot behavior and human agent interactions to prioritize and handle calls accordingly, ensuring timely attention to urgent matters.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated response systems (bots) are used to handle all calls, then operational efficiency is improved and agent workload is reduced, but urgent matters cannot be adequately responded to and caller satisfaction deteriorates
Solution Approach 1:
The system changes the parameter of response handling by introducing urgency scoring that dynamically adjusts how calls are processed. Calls are evaluated against multiple criteria (caller ID, issue type, historical data, sentiment analysis) to generate urgency scores that determine routing priorities, enabling differentiated handling between routine and urgent matters
Solution Approach 2:
The call handling system is segmented into different pathways based on urgency levels. High-urgency calls are routed directly to human agents with priority handling, while low-urgency calls can be managed by bots or placed in standard queues, creating distinct processing streams that optimize both efficiency and adequacy
2Device complexity
If all calls are treated equally by conventional systems, then system simplicity is maintained, but time-critical issues are not properly resolved and caller satisfaction deteriorates
Solution Approach 1:
The system performs preliminary assessment of call urgency before routing occurs. By evaluating multiple parameters in advance (caller profile, issue classification, historical urgency patterns, real-time sentiment analysis), the system pre-determines the appropriate handling pathway, ensuring urgent calls are identified and prioritized before they enter the queue system
Solution Approach 2:
The system introduces dynamic routing based on real-time urgency assessment rather than static equal treatment. Urgency scores are continuously updated during the call based on evolving conversation context, allowing the system to adapt routing decisions dynamically to ensure time-critical issues receive immediate attention
3Ease of operation
If bots handle routine calls, then agent availability for complex issues is improved, but urgent matters still wait in standard queues and response time deteriorates
Solution Approach 1:
The urgency scoring system acts as an intermediary between call intake and agent routing. It evaluates calls against multiple criteria and generates urgency scores that serve as the basis for differentiated routing decisions, enabling the system to identify and prioritize urgent matters before they reach the agent queue
Data Source
AI summary
Systems and methods include generating an urgency score associated with data associated with a communication session based on processing the data and using the urgency score to modify a behavior of a bot or a call center agent and optimize a contact center. Systems and methods include modifying behavior of a bot or an agent during the communication session in response to the data. Systems and methods include modifying dialog of a bot, or a script of an agent, and modifying a control flow for the communication session. Optimizing a contact center includes adjusting a workload of an agent associated with the communication session.