Abandoned Interaction Routing via Digital Channel Analysis
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Contact centers face challenges in identifying the most satisfactory digital channel for resolving abandoned inbound interactions, leading to missed opportunities for customer engagement and satisfaction, as current solutions do not analyze customer communication preferences or historical interaction data to assign the best digital channel for query resolution.
Innovation Solution
A computerized method and system that utilizes an Abandoned Interactions Input Utilization (AIIU) module to retrieve and analyze abandoned interactions, extract query context and metadata, identify a satisfactory digital channel type based on customer preferences and historical interaction data, and assign tasks to agents via the most suitable digital channel, enhancing customer satisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If abandoned interactions are manually assigned to agents via arbitrary channel type, then assignment speed is improved, but customer satisfaction deteriorates due to mismatched channel selection
Solution Approach 1:
The system performs preliminary analysis of customer communication preferences and historical interaction data before assignment, pre-identifying the most satisfactory digital channel type for each abandoned interaction based on extracted query context and metadata, thus avoiding manual trial-and-error channel selection
Solution Approach 2:
The system copies and analyzes patterns from historical interaction data, including customer communication preferences and CSAT scores from similar query contexts, to identify the most satisfactory channel type for the current abandoned interaction without requiring manual judgment
2Ease of operation
If voice channel is used for all abandoned interactions, then ease of operation is improved, but cost increases and productivity deteriorates due to unnecessary live agent involvement
Solution Approach 1:
The system applies different channel types locally matched to each abandoned interaction's specific query context and customer preferences, rather than uniformly applying voice channel to all cases, thereby optimizing agent utilization by directing only appropriate interactions to live agents
Solution Approach 2:
The system changes the channel type parameter based on analyzed customer preferences and historical data, dynamically selecting between multiple digital channel types (email, chat, SMS, etc.) and voice channel according to the specific interaction characteristics
3Loss of energy
If digital channel is used for abandoned interactions, then cost is reduced, but customer satisfaction may deteriorate if the wrong digital channel type is selected
Solution Approach 1:
The system incorporates feedback from historical interaction data including customer communication preferences and CSAT scores to continuously improve channel selection accuracy, using past outcomes to inform future digital channel assignments
Solution Approach 2:
The system performs preliminary analysis of customer preferences and historical performance data before selecting a digital channel, pre-identifying the most satisfactory channel type to avoid mismatched assignments that would reduce customer satisfaction
Data Source
AI summary
A computerized-method for enhancing customers satisfaction by assigning abandoned inbound-interactions to agents each on a satisfactory-digital-channel type. The computerized-method may include operating an Abandoned-Interactions-Input-Utilization (AIIU) module. The AIIU-module may include: (a) operating an accumulator-module to: (i) retrieve abandoned inbound-interactions from the data store of abandoned inbound-interactions and (ii) forward details of the abandoned inbound-interactions to an analyzer-module; (b) for each abandoned inbound-interaction of the abandoned inbound-interactions, a. operating the analyzer-module on the forwarded details of abandoned inbound-interactions to: (i) extract query context and metadata; and (ii) identify a satisfactory-digital-channel type; b. operating a processor-module to: (i) identify an agent having skills to handle the extracted query and (ii) prepare a task based on the extracted query context and metadata and the identified satisfactory digital-channel type; and (c) sending the task to a routing-system to be assigned to the identified agent for operation thereof via the identified satisfactory-digital-channel type.