Mastering Automatic Call Distribution (ACD): Advanced Strategies, AI Integration, and Practical Implementations

Practical Examples with Java and Spring Boot Implementations

Example 1: Simple Routing via REST API

@RestController
@RequestMapping("/crm")
public class CrmController {

    @GetMapping("/customer/{id}")
    public ResponseEntity<CustomerData> getCustomerData(@PathVariable String id) {
        CustomerData customer = new CustomerData(id, "VIP", "Portuguese");
        return ResponseEntity.ok(customer);
    }
}

class CustomerData {
    private String id;
    private String priority;
    private String preferredLanguage;

    // Constructors, Getters, and Setters
}

Example 2: CRM Data Consumption in ACD

@Service
public class AcdService {

    private final RestTemplate restTemplate;

    public AcdService(RestTemplate restTemplate) {
        this.restTemplate = restTemplate;
    }

    public String routeCall(String customerId) {
        String url = "http://crm-service/customer/" + customerId;
        CustomerData customer = restTemplate.getForObject(url, CustomerData.class);

        if ("VIP".equals(customer.getPriority())) {
            return "Route to VIP Agent";
        } else {
            return "Route to General Support";
        }
    }
}

Example 3: Data-Driven Routing with Kafka

// Producer
@Service
public class EventProducer {
    private final KafkaTemplate<String, String> kafkaTemplate;

    public void sendEvent(String eventData) {
        kafkaTemplate.send("callEvents", eventData);
    }
}

// Consumer
@KafkaListener(topics = "callEvents")
public void processEvent(String eventData) {
    System.out.println("Processing event: " + eventData);
}

Example 4: Round Robin Algorithm

@Component
public class RoundRobinRouter {

    private final List<String> agents;
    private int currentIndex = 0;

    public RoundRobinRouter(List<String> agents) {
        this.agents = agents;
    }

    public synchronized String getNextAgent() {
        String agent = agents.get(currentIndex);
        currentIndex = (currentIndex + 1) % agents.size();
        return agent;
    }
}

Example 5: AI-Driven Routing

@RestController
@RequestMapping("/acd")
public class AcdController {

    private final RestTemplate restTemplate;

    public AcdController(RestTemplate restTemplate) {
        this.restTemplate = restTemplate;
    }

    @PostMapping("/route")
    public ResponseEntity<String> routeCall(@RequestBody String userMessage) {
        String aiResponse = restTemplate.postForObject(
                "http://ai-service/analyze", userMessage, String.class);

        return ResponseEntity.ok("Routing based on AI: " + aiResponse);
    }
}

Example 6: Integration with LangChain for Semantic Analysis

LangChain is a powerful framework that integrates with AI models for advanced semantic analysis. Below is a complete implementation showcasing how to use LangChain in an ACD scenario.

import com.langchain.LangChainClient;
import com.langchain.responses.AnalysisResult;
import org.springframework.stereotype.Service;

@Service
public class LangChainIntegrationService {

    private final LangChainClient langChainClient;

    public LangChainIntegrationService() {
        this.langChainClient = new LangChainClient("apiKey");
    }

    public String analyzeCustomerMessage(String userMessage) {
        AnalysisResult result = langChainClient.query("Analyze customer sentiment: " + userMessage);
        return result.getAnalysis();
    }
}

@RestController
@RequestMapping("/langchain")
public class LangChainController {

    private final LangChainIntegrationService langChainService;

    public LangChainController(LangChainIntegrationService langChainService) {
        this.langChainService = langChainService;
    }

    @PostMapping("/analyze")
    public ResponseEntity<String> analyzeMessage(@RequestBody String userMessage) {
        String analysis = langChainService.analyzeCustomerMessage(userMessage);
        return ResponseEntity.ok(analysis);
    }
}

This integration provides semantic analysis capabilities to enhance routing decisions, such as determining customer sentiment or identifying specific intents within the message content.