Agent Behavior Tracking for Compliant Customer Contact Handoffs
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Solution Overview
Problem
Existing systems fail to provide adequate information to texting reps before transferring text-based connectivity with customers, lack effective contact planning based on agent and system resource availability, and do not adequately address compliance with TCPA rules or automate behavior tracking and corrective actions.
Innovation Solution
A system and method that recommends actions to agents based on behavioral patterns, optimizes contact plans, and automates compliance with TCPA rules, while tracking and improving communication outcomes using computer learning methods.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If text-based connectivity is transferred from texting agent to texting rep, then customer service continuity is improved, but texting rep lacks customer information preparation
Solution Approach 1:
The system performs preliminary action by providing notification to the texting rep computer before the connectivity transfer occurs. This notification enables the texting rep to access and review customer information, communication history, and context in advance of taking over the conversation, ensuring they are fully prepared for seamless continuity.
2Productivity
If contact plans are optimized based on agent and system resource availability, then communication efficiency is improved, but system complexity increases
Solution Approach 1:
The system implements self-service by automatically monitoring agent availability, system resource capacity, and lead priorities to generate optimized contact plans without manual intervention. The automated system dynamically adjusts contact plans based on real-time conditions, reducing the need for complex manual scheduling while maintaining high communication efficiency.
3Measurement precision
If behavioral tracking and corrective actions are automated, then compliance accuracy is improved, but processing time increases
Solution Approach 1:
The system maintains continuity of useful action by implementing real-time behavioral tracking and automated corrective actions that operate continuously without interruption. The system monitors agent behaviors, compares them against compliance rules, and executes corrective actions immediately when violations are detected, ensuring continuous compliance monitoring without significant processing delays.
Data Source
AI summary
A system and method for establishing a communication with a customer by an agent, via one or more communication modes includes an agent computer and a second computer. The agent computer receives a batch notification identifying a batch of one or more customer records in the agent computer, for communication in the near future, wherein the one or more customer records is associated with one or more customers. The second computer provides the batch notification enabling the agent computer to identify the batch of one or more customer records. The system recommends one or more actions to the agent based on one or more behavioral actions of the agent matching a behavioral pattern.