Intelligent Routing System for User-Agent Matching
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Solution Overview
Problem
Conventional customer support systems fail to efficiently route users to qualified agents based on their queries and agent expertise, leading to delayed responses and low user satisfaction.
Innovation Solution
A method and system that utilize a user-agent routing system to receive user queries and profiles, generate predicted quality scores for available agents, and route users to the agent with the highest score, considering expertise, background, and experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If conventional support systems route users to agents by happenstance, then the system is simple to operate, but the response time is extended and user satisfaction is low
Solution Approach 1:
The system performs preliminary actions by pre-processing user queries to extract features and pre-evaluating agent qualifications before actual routing occurs. This allows the system to have qualified agents ready in advance, significantly reducing response time when users need support.
Solution Approach 2:
The patent introduces an intermediary routing system that acts as a mediator between users and support agents. This intermediary component analyzes both user needs and agent capabilities, making intelligent matching decisions that balance complexity with efficient routing outcomes.
2Reliability
If users are routed to unqualified agents, then the routing process is quick, but the user must contact support again and satisfaction decreases
Solution Approach 1:
The system implements feedback mechanisms by continuously evaluating routing outcomes and using this information to improve future routing decisions. The quality score calculation incorporates feedback about agent performance and user satisfaction, ensuring reliable matching while maintaining high support efficiency.
Solution Approach 2:
The patent changes key parameters by introducing a quality score metric that combines multiple factors (agent expertise, availability, user preferences) into a single evaluative parameter. This allows the system to reliably assess agent qualifications without sacrificing routing efficiency.
3Measurement precision
If the system places users on hold for extended periods, then all available agents can be assessed, but the user experience deteriorates
Solution Approach 1:
The system performs preliminary assessment of agent qualifications and availability before users are placed on hold. By pre-evaluating agents and preparing the optimal match in advance, the system minimizes the time users need to wait while maintaining accurate assessment of agent suitability.
Solution Approach 2:
The patent implements skipping by rapidly processing agent evaluations using automated scoring systems. Instead of methodically assessing every agent in detail, the system uses efficient algorithms to quickly identify and rush through to the best-matched agent, reducing wait time while maintaining assessment accuracy.
Data Source
AI summary
Certain aspects of the present disclosure provide techniques for providing a routing system to a user of a product. An example technique includes receiving from a user of a product a query and a personal ID. Based on the personal ID of the user, the user's profile is retrieved which comprises user attribute data, a clickstream history of the user, and a product SKU of the product. Based on the query and the user profile, processed user data is generated. Additionally, agent profile data for each available agent is retrieved, and based on the user attribute data, the processed user data, and the agent profile data of each agent, a predicted quality score is generated for each agent. The agent with the highest predicted quality score is determined, and the user is routed to the agent with the highest predicted quality score.