Visual Caller Information Routing in Telecommunication Switching
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Solution Overview
Problem
Customer relation management systems face challenges in efficiently routing telecommunication calls to the most suitable agents based on caller characteristics, as existing methods rely on limited information such as call history and do not utilize visual cues effectively.
Innovation Solution
A method and apparatus that extracts and analyzes visual information from callers, including demographic and personal preference data, to route calls to appropriate agents within a telecommunication switching system, utilizing video cameras and image processing techniques to identify and categorize caller characteristics for informed routing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If visual information analysis is added to call routing, then routing accuracy is improved, but system complexity increases
Solution Approach 1:
The patent introduces an image processing module as an intermediary component between the video camera and the call routing system. This module extracts visual characteristics (age, gender, appearance style) from caller images and converts them into routing parameters, thereby improving routing accuracy while managing system complexity through modular design
Solution Approach 2:
The system performs preliminary analysis of the caller's visual information before the call is connected to an agent. By extracting and analyzing visual characteristics in advance, the system prepares routing decisions proactively, improving accuracy without adding complexity to the real-time call handling process
2Reliability
If visual information processing is implemented, then customer service quality is improved, but processing time increases
Solution Approach 1:
The image processing module uses efficient algorithms to quickly extract key visual characteristics (age, gender, appearance style) from caller images without performing exhaustive analysis. This allows the system to rush through the essential extraction steps needed for routing while minimizing processing time
Solution Approach 2:
Visual information processing is performed in advance during call setup, before the caller needs to be connected. This preliminary action ensures that routing decisions are prepared beforehand, preventing time loss during the actual call handling and maintaining high customer service quality
Data Source
AI summary
A method and apparatus route telecommunication calls in a telecommunication switching system by receiving visual information for a caller of one of the telecommunication calls; analyzing the received visual information for characteristics of the telecommunication calls; and routing the one of the telecommunication calls based on the analyzed visual information.