Voice Data Call Routing for Predicting Agent Answer Rates
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Solution Overview
Problem
Existing data-communication systems lack effective methods to analyze digital voice data from conversations to predict call answer rates and route calls based on agent availability and customer interactions, leading to inefficiencies in call handling.
Innovation Solution
A data-communications system that includes processing circuitry to analyze digital voice data for keywords and speech characteristics, predict call answer rates, and reroute calls to optimize agent availability and improve customer interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If digital voice data analysis is implemented to predict call answer rates and route calls, then call handling efficiency is improved, but system complexity increases
Solution Approach 1:
The patent introduces an intermediary processing circuit that acts as a mediator between the data-communication server and the call routing system. This processing circuit analyzes digital voice data to extract keywords and speech characteristics, then uses this analysis to predict call answer rates and determine optimal routing decisions. The intermediary component isolates the complexity of voice analysis from the core routing system, allowing efficiency improvement without directly complicating the main system architecture.
Solution Approach 2:
The system is divided into distinct functional segments: the data-communication server that receives calls, the processing circuit that analyzes voice data and predicts call answer rates, and the routing mechanism that directs calls based on predictions. This segmentation allows each component to specialize in its function, improving overall call handling efficiency while distributing system complexity across manageable modules rather than concentrating it in a single complex system.
2Reliability
If real-time voice data analysis is performed to identify keywords and speech characteristics, then customer interaction quality is improved, but processing time increases
Solution Approach 1:
The processing circuit performs partial analysis of voice data by focusing on specific keywords and speech characteristics rather than analyzing every aspect of the conversation in real-time. This selective approach allows the system to improve customer interaction quality through targeted analysis while minimizing processing time by avoiding exhaustive examination of all voice data elements.
Solution Approach 2:
The system performs preliminary analysis of voice data to identify keywords and speech characteristics before making routing decisions. By preparing and analyzing voice data in advance, the system can quickly retrieve and use pre-identified information during customer interactions, improving interaction quality without adding processing delays during critical moments.
Data Source
AI summary
Certain aspects of the disclosure are directed to apparatuses and methods involving a data-communication apparatus that includes a data-communications server and processing circuitry in communication therewith. The data-communication server interfaces with a plurality of remotely-situated client entities for providing data communication services. The processing circuitry accesses an archive of digital voice data indicative of transcribed audio conversations for at least one of the plurality of remotely-situated client entities, calendar information, and a client data-communications server for geographic information of the agents and system parameters. The processing circuitry analyzes the digital voice data associated with the agents, the calendar information, and the system parameters to predict relevant routing data including, as examples, a call answer rate for agents of a geographic region of the at least one remotely-situated client entity for a period of time.