Work Distribution Service via Intermediary and Self-Service APIs
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Solution Overview
Problem
Existing systems for work distribution in call centers and other industries require complex and costly infrastructure to manage the distribution of customer requests to available workers.
Innovation Solution
A platform-as-a-service system and method for work distribution that includes a worker API, worker state server, work item API, work collections, and a work distribution processing engine, enabling efficient and customizable work distribution solutions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If complex infrastructure is built to manage work distribution in call centers, then work distribution capability is improved, but development and maintenance cost increases
Solution Approach 1:
The patent introduces a cloud-based work distribution service as an intermediary between customers and workers. This service provides standardized APIs, worker state management, and work item routing mechanisms that eliminate the need for customers to build and maintain complex internal infrastructure. The intermediary handles the complexity of work distribution while customers only need to implement simple interfaces.
Solution Approach 2:
The work distribution service is designed as a universal platform that can serve multiple customers and workers through standardized interfaces. The system provides multi-functional capabilities including worker registration, work item creation, priority management, and distribution routing through a single unified service, eliminating the need for each customer to build dedicated infrastructure.
2Reliability
If complex infrastructure is built to manage work distribution, then work distribution capability is improved, but maintenance cost increases
Solution Approach 1:
The system enables workers to self-register and self-manage their availability through the cloud platform. Workers can update their status, skills, and availability without requiring customer system administration. The automated work distribution engine handles work item routing and priority management without requiring manual intervention or maintenance of complex routing logic by customers.
Solution Approach 2:
The cloud-based service acts as a maintained intermediary that handles all complex work distribution logic, infrastructure management, and system updates. Customers and workers interact through simplified interfaces while the intermediary manages the complexity of infrastructure maintenance, ensuring high availability and reliability without requiring customer maintenance resources.
3Device complexity
If standardized work distribution service is implemented, then development cost is reduced, but system flexibility may be compromised
Solution Approach 1:
The system provides dynamic work distribution capabilities through configurable priority levels and flexible worker matching logic. The work distribution engine can adapt to different business requirements by adjusting priority rules, worker selection criteria, and routing logic through configuration rather than requiring custom infrastructure development. This maintains flexibility while using standardized service components.
Solution Approach 2:
The work distribution service is segmented into independent, standardized components including worker state management, work item handling, priority processing, and distribution routing. Each component can be independently configured and combined to create flexible work distribution solutions tailored to specific customer needs while using the same standardized infrastructure and interfaces.
Data Source
AI summary
Systems and methods for a work distribution service. At a multi-tenant platform that provides a work distribution service for a plurality of external systems, a priority is assigned to a first work item of a first external system. The work item is received via a RESTful work item API call request. The priority is assigned based on work item attributes of the work item and a workflow instruction corresponding to workflow information specified by the work item. The workflow instruction is provided by the external system via a RESTful Workflow API. A worker is assigned to the work item based on: the priority of the work item, the workflow information, and worker state managed by the first external system via a RESTful Worker API. The worker state includes worker attributes. The work item is generated by the external system, and the workflow instruction is managed by the external system.