{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-9854006","patent":{"patent_number":"US-9854006","title":"System and methods for improving interaction routing performance","assignee":null,"inventors":[],"filing_date":"2014-09-04T00:00:00.000Z","publication_date":"2017-12-26T00:00:00.000Z","cpc_codes":["H04L","H04L","H04L"],"num_claims":17,"abstract":"An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction."},"analysis":{"summary":"The System and Methods for Improving Interaction Routing Performance patent presents an innovative approach to dynamically routing interactions in a network environment. The core innovation lies in leveraging real-time business logic to optimize routing decisions, ensuring customers are connected to the most appropriate resources quickly and effectively. This patent addresses the growing challenges of managing interactions across various channels, where traditional routing systems often fall short due to their reliance on static rules and predefined pathways. \n\nThe key technical approach involves a computerized server executing a routing engine that receives information from an interaction switching element. The routing engine determines if business-logic determinations are needed and, if so, requests them from a remote server over a wide area network (WAN). Upon receiving the determination, the engine controls the switching element to route the interaction accordingly. This dynamic decision-making process allows for more efficient and effective routing, improving customer service and reducing operational costs.\n\nThe business value of this technology is significant. By optimizing interaction routing, organizations can reduce wait times, improve agent productivity, and gain valuable insights into customer behavior. These insights can be used to further refine routing strategies and improve the overall customer experience. The market opportunity is substantial, as organizations across various industries seek ways to improve customer service and operational efficiency. The System and Methods for Improving Interaction Routing Performance patent offers a compelling solution to these challenges, positioning it as a valuable asset in the competitive landscape.","layman_explanation":"The System and Methods for Improving Interaction Routing Performance patent addresses the problem of inefficient customer service routing. In many businesses, when you contact customer support, you often experience long wait times or get transferred multiple times before reaching someone who can actually help you. This is because traditional routing systems are often rigid and don't take into account the specific needs of your issue or the availability of agents with the right expertise.\n\nThis patent offers a solution by creating a system that dynamically routes your interaction (phone call, email, chat message, etc.) based on real-time information. Instead of following a pre-set path, the system assesses your needs and connects you to the most appropriate agent or resource available. It's like having a smart traffic controller for customer service, ensuring that everyone gets to their destination quickly and efficiently.\n\nThis matters because it can significantly improve customer satisfaction and reduce operational costs. When customers are connected to the right agent quickly, they are more likely to have a positive experience and resolve their issue efficiently. This can lead to increased customer loyalty and positive word-of-mouth. Additionally, by optimizing routing, businesses can reduce the workload on their agents and improve their overall productivity. \n\nLooking ahead, this technology could be further enhanced by incorporating artificial intelligence and machine learning to predict customer needs and proactively route interactions. This could lead to even faster and more personalized customer service experiences. Market adoption is likely to increase as businesses recognize the value of efficient customer service in today's competitive landscape. From an investment perspective, companies developing and implementing these types of advanced routing systems are well-positioned for growth.","technical_analysis":"The System and Methods for Improving Interaction Routing Performance patent describes a system designed to enhance the efficiency and effectiveness of interaction routing within a network. The technical architecture centers around a routing engine, typically implemented as software running on a computerized server. This engine interfaces with an interaction switching element, which is responsible for receiving and managing incoming interactions, such as phone calls, emails, or chat messages.\n\nThe core of the system's functionality lies in its ability to dynamically determine the optimal routing path for each interaction based on real-time business logic. This is achieved by leveraging a wide area network (WAN) to communicate with remote servers that are responsible for making these business-logic determinations. The routing engine sends requests to these remote servers, providing them with relevant information about the interaction, such as the customer's history, the nature of the inquiry, and the available resources.\n\nUpon receiving a business-logic determination from the remote server, the routing engine uses this information to control the interaction switching element. This control is typically implemented using standard network protocols and APIs, allowing the routing engine to dynamically adjust the routing path of the interaction. The system can be integrated with various types of interaction switching elements, including traditional PBXs, VoIP systems, and cloud-based contact center platforms.\n\nThe algorithm used to determine the optimal routing path can be customized to meet the specific needs of the organization. For example, the algorithm may prioritize routing interactions to agents with specific skills or expertise, or it may prioritize routing interactions to agents who are currently idle. The algorithm may also take into account the customer's preferred communication channel, such as phone, email, or chat. The performance characteristics of the system depend on several factors, including the speed of the network, the capacity of the servers, and the complexity of the routing algorithm. However, the system is designed to be scalable and can be deployed in a variety of network environments.","business_analysis":"The System and Methods for Improving Interaction Routing Performance patent presents a significant market opportunity in the customer service and contact center industries. The current landscape is characterized by increasing customer expectations for personalized and efficient service, coupled with the growing complexity of managing interactions across multiple channels. Traditional routing systems often struggle to meet these demands, leading to long wait times, frustrated customers, and increased operational costs.\n\nThe System and Methods for Improving Interaction Routing Performance patent offers a compelling solution to these challenges by dynamically adjusting routing decisions based on real-time business logic. This approach can lead to significant improvements in customer satisfaction, agent productivity, and operational efficiency. The market opportunity size is substantial, as organizations across various industries seek ways to improve their customer service and reduce costs.\n\nThe competitive advantages of this technology include its ability to leverage real-time business logic, its adaptability to various network environments, and its scalability to handle large volumes of interactions. These advantages position the System and Methods for Improving Interaction Routing Performance patent as a valuable asset in the competitive landscape.\n\nThe revenue potential for this technology is significant. The system can be sold as a standalone product or integrated into existing contact center platforms. The business model may involve licensing fees, subscription fees, or a combination of both. The ROI projections for this technology are attractive, as organizations can expect to see significant improvements in customer service metrics and operational efficiency. The strategic positioning of this technology is strong, as it addresses a critical need in the customer service and contact center industries.","faqs":null,"topics":["interaction routing","customer service","routing engine","network communication","business logic","system","methods","improving"],"tech_cluster":null},"seo":{"title":"Interaction Routing System - Patent US-9854006","description":"Explore the System and Methods for Improving Interaction Routing Performance patent. Dynamically route interactions for optimized customer service. Full analysis & claims.","keywords":["interaction routing","customer service","routing engine","network communication","business logic","patent","patent US-9854006"]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-9854006","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-9854006","citation_suggestion":"Patentable. \"System and methods for improving interaction routing performance\" (US-9854006). https://patentable.app/patents/US-9854006","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-9854006","json":"https://patentable.app/api/llm-context/US-9854006","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-05-30T01:53:16.164Z"}