Asynchronous Messaging Channel for Call Center Agent Diversion
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Solution Overview
Problem
Customers often face lengthy waiting times to speak with a human agent, leading to frustration and potential abandonment of interactions, as existing systems like IVR may provide limited assistance and keep callers waiting indefinitely.
Innovation Solution
A computer-implemented method and apparatus that divert callers to an asynchronous messaging channel for textual interaction with a messaging agent when no live agents are available, using a processor to identify accessible devices and facilitate text-based interactions, thereby providing assistance without the need for real-time voice interaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If the call is directed to an automated IVR system to avoid lengthy waiting time, then the waiting time is reduced, but the assistance quality deteriorates as the IVR system provides limited help and the customer may still have to wait for a human agent
Solution Approach 1:
The patent introduces an intermediary system that detects when a human agent becomes available during an IVR interaction and automatically transfers the customer to the human agent. This intermediary mechanism bridges the gap between automated systems and human support, ensuring customers receive both the immediate responsiveness of IVR and the quality assistance of human agents without prolonged waiting periods
Solution Approach 2:
The system performs preliminary actions by pre-processing customer inquiries through IVR while simultaneously monitoring human agent availability. When a human agent becomes available, the system has already prepared the customer's inquiry context, enabling seamless transfer without requiring the customer to wait or repeat information, thus maintaining both time efficiency and assistance quality
2Reliability
If the customer waits indefinitely to connect to a human agent, then the customer may receive comprehensive assistance, but the customer experience deteriorates due to frustration and potential abandonment of interaction
Solution Approach 1:
The system implements feedback mechanisms that continuously monitor human agent availability and customer wait status. When a human agent becomes available or the customer indicates impatience, the system provides feedback to adjust the interaction flow, offering transfer options or alternative assistance pathways. This feedback loop maintains customer experience by responding to their needs in real-time while ensuring access to comprehensive human assistance when required
3Reliability
If all human agents are engaged in serving other customers, then the current customers receive attention, but new customers face indefinite waiting time to reach a human agent
Solution Approach 1:
The system maintains continuity of useful action by keeping customers engaged with the IVR system while human agents are occupied. The IVR continues to provide relevant information and assistance during the waiting period, ensuring the customer's time is productively used rather than wasted in idle waiting. When a human agent becomes available, the transition is seamless, maintaining continuous useful action throughout the entire interaction journey
Data Source
AI summary
A method and apparatus for providing assistance to customers seeking assistance from agents of an enterprise is disclosed. The method includes receiving a signal indicating the caller's wish to speak with a live agent associated with the enterprise to seek the assistance from the live agent. In response to a receipt of the signal, it is determined whether at least one live agent from among a plurality of live agents associated with the enterprise is available for a voice interaction with the caller. Subsequent to determining that no live agent from among the plurality of live agents is currently available for the voice interaction with the caller, the caller is diverted to an asynchronous messaging channel. A textual messaging-based interaction is facilitated between a messaging agent and the caller on the asynchronous messaging channel to provide the assistance to the caller.