Weighted-Bid Call Routing for Contact Centers
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Solution Overview
Problem
Conventional automatic call distribution (ACD) systems are inefficient due to limited information provided by user responses to pre-set questions and binary availability settings, leading to ineffective routing of incoming calls, often requiring front-line workers to redirect calls to knowledge workers, resulting in inefficient use of resources.
Innovation Solution
A weighted-bid ACD service that determines priority, relevance, and availability weights for each incoming call and potential recipients, allowing for intelligent routing even if the recommended recipient is not currently available, with options to interrupt or reroute calls based on calculated weights.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional ACD systems use binary availability settings and pre-set questions, then the system is simple to operate, but the call routing effectiveness deteriorates due to limited information
Solution Approach 1:
The patent transforms the binary availability parameter into a continuous priority score by introducing multiple weighting dimensions (availability weight, relevance weight, priority weight). This parameter transformation allows the system to capture nuanced information about agent suitability while maintaining automated operation, resolving the contradiction between operational simplicity and information completeness.
Solution Approach 2:
The patent adds new dimensions to the call routing decision space by introducing multiple weight types (availability, relevance, priority) instead of relying on single binary availability status and pre-set questions. This dimensional expansion enables richer information processing while keeping the interface simple, as the system automatically calculates these weights without requiring complex user input.
2Ease of manufacture
If conventional ACD systems route calls only to available individuals, then the system is easy to implement, but the productivity deteriorates due to multiple handoffs and inefficient resource utilization
Solution Approach 1:
The patent performs preliminary actions by pre-calculating and continuously updating priority scores for all agents based on their availability, relevance, and historical performance. This preliminary preparation allows the system to immediately route calls to the most suitable agent without multiple handoffs, improving productivity while maintaining implementation simplicity through automated score calculation.
Solution Approach 2:
The patent implements feedback mechanisms by continuously monitoring agent performance, call outcomes, and availability patterns to dynamically adjust priority weights. This feedback loop enables the system to learn from past interactions and improve routing decisions over time, increasing productivity without adding operational complexity for users.
3Measurement precision
If the system routes calls to the most relevant agent regardless of availability, then the call routing precision is improved, but the device complexity increases due to weight calculation and interrupt logic
Solution Approach 1:
The patent segments the complex routing decision into three distinct weight components: availability weight, relevance weight, and priority weight. Each component is calculated independently based on specific criteria, making the overall system more manageable and interpretable. This segmentation improves routing precision while controlling complexity through modular calculation approaches.
Solution Approach 2:
The patent introduces priority scores as an intermediary mechanism that mediates between agent availability and call routing decisions. Instead of directly comparing complex multi-dimensional agent profiles, the system uses the calculated priority score as an intermediary metric to determine the best match, simplifying the decision logic while maintaining high routing accuracy.
Data Source
AI summary
Methods and systems for intelligently routing an incoming call are provided. An automatic call distribution system may include a call flow service that receives incoming calls, and a separate weighted-bid call distribution service. The call flow service can request a recommended recipient for each incoming call from the weighted-bid call distribution service. The weighted-bid call distribution service identifies a recommended recipient for each incoming call by generating a priority weight for that call, one or more relevance weights that indicate the relevance of one or more potential recipients to that call, and an availability weight for one or more potential recipients with high relevancy weights. The weighted-bid call distribution service identifies a recommended recipient by comparing a combination of the priority weight for the call and the relevancy weights for the high relevancy recipients to the availability weight for those recipients.