Audio Message Queuing System for Voice Customer Service
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Solution Overview
Problem
Conventional CRM web applications inadequately support voice interaction, leading to customer dissatisfaction and increased costs due to inefficient queuing systems, expensive staffing models, and poor voice quality in VoIP services.
Innovation Solution
An audio message-driven customer interaction queuing system (AMDCIQS) that allows users to record and send voice messages via a browser-resident recorder, enabling immediate queuing and response without waiting for agents, reducing staffing needs, and improving voice quality by using connectionless messaging and client-side multimedia codecs.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If web call back is used for voice interaction, then customers can receive timely service, but users must wait for callback and may need to drop ISP connection, disrupting service context
Solution Approach 1:
The system performs preliminary actions by queuing voice messages and preparing customer service responses before the customer actually needs them. Voice messages are captured and queued immediately, and service responses are prepared in advance, eliminating the need for customers to wait and maintain their ISP connection.
Solution Approach 2:
The patent introduces a message queue system as an intermediary between customer voice messages and service responses. This queue decouples the customer from the service system, allowing messages to be submitted and retrieved without requiring continuous connection or waiting, thus maintaining service context while enabling timely responses.
2Speed
If traditional call center infrastructure is used for voice interaction, then real-time service is provided, but staffing costs and infrastructure expenses increase significantly
Solution Approach 1:
The system enables self-service by allowing customers to record and submit their own voice messages directly through the web interface without requiring live agents. The automated queue management and response delivery system handles service delivery independently, dramatically reducing staffing requirements while maintaining fast response times.
Solution Approach 2:
The patent replaces the mechanical call center infrastructure (PBX systems, live agents, real-time connection management) with an electronic message queue system that handles voice messages asynchronously. This substitution eliminates expensive traditional telephony infrastructure while maintaining service response speed through automated processing.
3Speed
If VoIP is used for voice interaction, then connection-oriented real-time service is provided, but voice quality deteriorates due to network latency and jitter
Solution Approach 1:
The system uses periodic action by breaking down continuous real-time communication into discrete, periodic message transmissions. Voice messages are captured, queued, and transmitted as separate units rather than requiring continuous real-time connection, eliminating the impact of network latency and jitter on voice quality while maintaining communication speed.
Solution Approach 2:
The message queue acts as an intermediary buffer between voice message capture and delivery, decoupling the transmission process from network conditions. This allows voice messages to be processed and delivered optimally regardless of temporary network latency or jitter, maintaining high voice quality without requiring continuous real-time connection.
4Loss of energy
If email contact is used for customer service, then staffing costs are reduced, but response time exceeds 24 hours on average, damaging customer expectations
Solution Approach 1:
The patent substitutes the text-based email system with an audio-based message queue system that is inherently faster and more engaging for customers. The voice message format enables quicker composition and consumption than email, reducing response time while maintaining the asynchronous, low-staffing model of email.
Solution Approach 2:
The system changes the fundamental parameter of communication medium from text (email) to audio (voice messages). This parameter change enables faster customer expression and response consumption, dramatically reducing response time while maintaining the automated, low-staffing architecture that keeps costs low.
Data Source
AI summary
This application is for an audio message-driven customer interaction queuing system for retail, help desk or any public web page in a support context, allowing web page visitors to utter questions into a browser-resident recorder application similar to a Walkie-Talkie. These questions then queue along with originating web page information and are distributed to customer service agents. These agents can then research the question, using the web page as reference, and respond with an audio message, played upon the recorder application by the user after some brief service interval. The invention includes client, server and agent elements. The Client resides in a standard browser on a PC. The Client as initially instantiated consists of a Macromedia Flash interface driving an ActiveX control and JavaScript using audio encoding/decoding codecs. The Server consists of Java Servlets, Enterprise Java Beans, a web and application server and generic database technology. The Agent consists of a browser partitioned into areas to accommodate customer URL viewing, Connection Management (to service multiple customers concurrently), and a Client for message playback/record/send functions.