Virtual Dialer System Queue Segmentation

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Solution Overview

Problem

Companies face challenges in implementing efficient and compliant calling campaigns due to varying customer preferences and regulatory restrictions, which complicates determining the optimal time and mode for contacting customers.

Innovation Solution

A system and method for implementing virtual dialing campaigns using virtual calling modes, where accounts are grouped into queues based on status, and specific call modes are assigned to each queue, allowing for inward and outward calls, manual dialing, and assisted dialing, enabling efficient processing of both inbound and outbound calls.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If calls are made according to varying customer preferences and regulatory restrictions, then compliance and customer satisfaction are improved, but system complexity increases

Engineering Contradiction:

ImprovecomplianceVSAvoidsystem complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The system segments accounts into multiple queues based on different criteria (e.g., payment status, account type, risk level) and assigns different calling modes to each queue. This allows compliant, customized calling strategies for different customer segments without requiring the entire system to handle all complexity uniformly.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system dynamically changes calling parameters (such as call frequency, timing, mode) based on account status and regulatory requirements. By adjusting these parameters adaptively rather than using fixed rules, the system achieves compliance while managing complexity through automated parameter management.

Inventive Principle:

Principle #35Parameter changes

2Productivity

If multiple calling modes are implemented to handle different account types, then calling effectiveness is improved, but ease of operation deteriorates

Engineering Contradiction:

Improvecalling effectivenessVSAvoidease of operation

Core Design Contradiction:

ProductivityVSEase of operation

Solution Approach 1:

The system automatically determines which calling mode to use based on account status and configuration, eliminating the need for operators to manually select modes. The system self-manages the complexity of mode selection while presenting a simple interface to users.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system implements a universal calling platform that handles multiple calling modes (inbound, outbound, manual, assisted) through a single integrated interface. This multi-functional approach maintains ease of operation while improving calling effectiveness through automated mode selection.

Inventive Principle:

Principle #6Universality (Multi-functionality)

3Productivity

If accounts are grouped into queues with specific call modes, then call handling efficiency is improved, but device complexity increases

Engineering Contradiction:

Improvecall handling efficiencyVSAvoidsoftware complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system divides the account population into manageable queues with specific call modes assigned to each. This segmentation improves efficiency by ensuring appropriate handling of different account types while managing software complexity through modular queue management.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system pre-configures queues with specific call modes and parameters before calling begins. By performing this setup in advance, the system improves call handling efficiency while avoiding runtime complexity decisions.

Inventive Principle:

Principle #10Preliminary action

4Productivity

If automated dialing is used to process multiple accounts, then productivity is improved, but loss of information increases

Engineering Contradiction:

Improvedialing speedVSAvoidcustomer information accuracy

Core Design Contradiction:

ProductivityVSLoss of information

Solution Approach 1:

The system incorporates feedback mechanisms where account status, call outcomes, and customer responses are continuously monitored and used to adjust subsequent calling actions. This feedback loop maintains information accuracy while preserving automated dialing productivity.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The automated system self-manages information handling by automatically retrieving, processing, and updating customer information based on account status. This self-service approach maintains data accuracy without requiring manual intervention that could introduce errors.

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS9124698B2Virtual calling modes

Publication Date: 2015.09.01 BANK OF AMERICA CORP

AI summary

Embodiments for implementing virtual dialing campaigns using virtual calling modes include systems for receiving account data associated with customer accounts and identifying an account status associated with each of the accounts based on the account data. The embodiments further include grouping the accounts into one or more queues based on the identified account status, selecting a first call mode for at least one queue, determining dialing parameters associated with the first call mode, providing the at least one queue to a user via a display of a computing device that is in communication with the system, and launching an account from the at least one queue.