Anonymous Lead Connection Through Deep-Link Routing
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Solution Overview
Problem
Existing communication systems for remote leads in industries often result in inefficient handling by less proficient agents, extended wait times, and manual transitions between agents, leading to customer frustration and accidental disconnections.
Innovation Solution
An omni-channel communication platform integrating an interaction control system, routing system, and media translation system, allowing seamless conversion between customer and user communication methods through a custom redirect URL, facilitated by an API, and utilizing AI chatbots for efficient lead management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If manual lead handling is used by first available agents, then staffing is simplified, but lead handling efficiency deteriorates and customer wait time increases
Solution Approach 1:
The patent introduces an omnichannel communication platform as an intermediary system between customers and agents. This platform includes an interaction control system, routing system, and media translation system that automatically manage lead distribution and communication conversion, eliminating the need for manual lead handling while improving efficiency.
Solution Approach 2:
The patent replaces the mechanical manual process of lead assignment with an automated digital routing system. The routing system uses algorithms to automatically assign leads to the most appropriate agents based on proficiency and availability, replacing the manual 'first available agent' approach with an intelligent automated system.
2Device complexity
If manual transition between agents is used, then system complexity is reduced, but customer wait time increases and connection reliability deteriorates
Solution Approach 1:
The interaction control system serves as an intermediary that manages agent transitions automatically. When a customer needs to be transferred between agents, the system handles the entire transition process including routing to the new agent and maintaining communication context, eliminating manual transfer operations that cause delays and disconnections.
Solution Approach 2:
The patent ensures continuous communication during agent transitions by maintaining the customer connection throughout the transfer process. The routing system and media translation system work together to seamlessly transfer the communication stream without interruption, ensuring the customer remains connected throughout the agent changeover.
3Ease of operation
If communication conversion between different channels is implemented, then customer convenience is improved, but system complexity increases
Solution Approach 1:
The omnichannel communication platform is designed as a universal system that handles multiple communication channels (email, text messaging, webchat, voice) through a single unified architecture. The media translation system can convert between any of these channels, allowing the system to serve multiple functions without requiring separate systems for each communication type.
Solution Approach 2:
The media translation system acts as an intermediary layer between different communication channels. It receives communications from any channel, translates them into a universal format, and routes them to the appropriate agent, simplifying the complexity by providing a standardized interface for all channel conversions.
4Productivity
If AI chatbots are used for lead management, then productivity is improved, but technology complexity increases
Solution Approach 1:
AI chatbots are introduced as intermediary components within the omnichannel platform that automatically handle initial customer interactions and lead qualification. These chatbots serve as the first point of contact, filtering and pre-processing leads before they reach human agents, thereby improving productivity while containing complexity within the automated system layer.
Data Source
AI summary
A system for anonymously connecting consumers to advertisers is disclosed. A computing device, upon receipt of a request from a consumer mobile device, sends a ready-to-send text message to the consumer mobile device to be displayed thereon, via a data network; receives the ready-to-send text message from the consumer mobile device; receives metadata from the consumer mobile device comprising at least a phone number associated with the consumer mobile device; determines an anonymous identity of the user of the consumer mobile device based on the metadata; composes and sends a text message with an embedded call-to-action link comprising a uniform resource locator (URL) to the consumer mobile device; and upon receipt of a request from the consumer mobile device comprising the URL, sends the anonymous identity of the user to a third-party server and redirect the request from the consumer mobile device to the third-party server.