Agent Availability Notification System for Customer Interaction Channels
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Solution Overview
Problem
Customers often face frustrating waiting periods when attempting to interact with unavailable customer support agents, leading to potential loss of revenue for enterprises due to abandoned interactions.
Innovation Solution
A computer-implemented method and apparatus that notify customers of agent availability by providing a status message with an estimated waiting time and tracking agent availability, subsequently notifying the customer when an agent becomes available for interaction, allowing the interaction to proceed via the original or alternative communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If customers wait for agent availability, then they can interact with agents, but customer frustration increases and interactions are abandoned
Solution Approach 1:
The system performs preliminary actions by notifying customers in advance when agents become available, allowing customers to prepare for and immediately engage in interactions without experiencing frustrating wait times. Status messages are sent proactively rather than reactively.
Solution Approach 2:
The system implements feedback mechanisms by continuously monitoring agent availability and providing real-time status updates to customers. This closed-loop feedback ensures customers are informed of changes in agent status, reducing uncertainty and frustration.
2Productivity
If multiple agents are deployed to serve customers, then service capacity increases, but agent availability decreases due to high engagement
Solution Approach 1:
The system dynamically adjusts to changing agent availability conditions by sending status messages and notifications in real-time. Rather than using static agent assignments, the system adapts to the dynamic state of agent workload and availability.
Solution Approach 2:
The notification system acts as an intermediary between agents and customers, managing the information flow about agent availability. This intermediary layer coordinates interactions without requiring direct real-time presence of agents.
3Loss of time
If customers are notified of agent availability, then interaction timing improves, but communication infrastructure complexity increases
Solution Approach 1:
The notification system is designed to be universal and multi-functional, operating across multiple interaction channels (push notifications, SMS, email, in-app messages). This consolidates complexity into a single system that serves multiple purposes and channels.
Data Source
AI summary
A computer-implemented method and an apparatus for notifying customers of agent's availability is disclosed. An input indicative of a customer seeking an interaction with an agent of an enterprise is received on a first interaction channel. Subsequent to receiving the input, it is determined whether at least one agent is available for interacting with the customer. If no agent is available for interacting with the customer, a status message including an estimate of a waiting time for the interaction with the agent is provided to the customer. Subsequent to detecting the availability of the agent, a notification is provided to the customer for informing the customer of the availability of the agent. An interaction is facilitated between the customer and the agent subsequent to providing the notification to the customer. The interaction is facilitated on the first interaction channel or a second interaction channel different than the first interaction channel.