AI Robot Controller Bridging Call Queues to Reduce Wait Time

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Solution Overview

Problem

The IRS and other call centers often have long wait times and high rates of 'courtesy disconnects, where callers are hung up on due to overloading, leading to frustration and inefficiency, with existing callback services not effectively reducing hold times or eliminating the risk of disconnection.

Innovation Solution

A robot continuously on hold with a call center initiates calls and offers its place in line to customers, preemptively establishing multiple lines and bridging customer calls with agents to reduce wait times and mitigate disconnection risks, using algorithms to detect agent availability and provide callback services.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If customers call the IRS directly during tax season, then they can attempt to reach customer service representatives, but they experience extremely long hold times (average 23-30 minutes) and high rates of courtesy disconnects

Engineering Contradiction:

Improveconnection reliabilityVSAvoidhold time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The system preemptively places robot calls to the IRS call center before customers need to contact them. These robot calls navigate the IVR system and secure positions in the call queue in advance, so when customers need to call, they can bridge to these pre-positioned calls rather than waiting from scratch.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent introduces an intermediary robot controller that acts as a mediator between customers and the IRS call center. The robot controller maintains persistent calls to the IRS and bridges customers into these calls, serving as an intermediate layer that reduces both wait time and disconnect risk for customers.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If customers wait on hold for IRS representatives, then they may eventually reach an agent, but they risk courtesy disconnects where the IRS hangs up after 2 hours of waiting

Engineering Contradiction:

Improvecall continuityVSAvoidwait time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent prepares compensatory measures in advance by having robot controllers maintain persistent calls to the IRS call center. These pre-established calls serve as a cushion against courtesy disconnects, as customers bridge to these stable, pre-positioned calls rather than experiencing the full risk of hold-time disconnects.

Inventive Principle:

Principle #11Beforehand cushioning (Prior cushioning)

3Ease of operation

If callback services like Lucy Phone are used, then customers are freed to do other things while waiting, but the actual hold time is not reduced and IRS agents are instructed not to accept such calls

Engineering Contradiction:

Improvecustomer convenienceVSAvoidhold time

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent replaces the traditional callback mechanism with an automated robot controller system that uses voice recognition and automated calling. This mechanical/automated substitution enables the system to manage multiple calls simultaneously and bridge customers efficiently without requiring manual intervention.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

4Productivity

If the IRS increases customer service capacity, then more callers can be served, but budget cuts and inefficiencies prevent this from happening

Engineering Contradiction:

Improvecall handling capacityVSAvoidhold time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent changes the temporal parameter of call establishment by moving from on-demand call initiation to preemptive call establishment. The robot controllers continuously maintain calls to the IRS call center, effectively changing the state from 'call when needed' to 'call already established,' thereby reducing wait time without requiring additional IRS resources.

Inventive Principle:

Principle #35Parameter changes

Data Source

PatentUS10009467B1Automatic telephone call bridge into a queue

Publication Date: 2018.06.26 VALIENTE ANDREW

AI summary

Providing an artificial intelligence robot controller that connects the controller to a plurality of incoming dial up phone numbers of an entity (such as the IRS) which entity usually puts incoming calls on hold for long periods of time such as an hour. The user of the service is connected to an existent connected phone line to the entity so as to shorten the expected wait time for reaching the customer service representative. Optionally the user can bid out the position to grab the next answered line in front of other users. Another embodiment enables a software user to click a button which triggers a request to the robot to connect that software user to the next available phone line to the entity. Another embodiment allows any client to place an order with the robot to call the client back upon securing a connection with the entity.