Automated Call Routing System for Personalized Customer Interaction
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Solution Overview
Problem
Traditional call center response methods often result in missed opportunities due to inadequate initial answering of customer calls and uniform handling approaches, failing to cater to individual customer preferences for interaction methods.
Innovation Solution
A computer-based system and method that automatically determines whether an incoming call meets customer criteria and routes it based on market segment to either an automated voice prompt, a gaming system with two-way video capability, or a person-to-person voice call, allowing for customer-preferred interaction methods such as face-to-face or voice-only interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If calls are handled uniformly by call center representatives, then operational simplicity is maintained, but customer satisfaction deteriorates due to lack of personalization
Solution Approach 1:
The patent segments customers into different market segments (e.g., existing customers, new customers, high-value customers) and routes calls from different segments to different response channels. This allows personalized service for each segment while maintaining operational simplicity through automated routing rules.
Solution Approach 2:
The system performs preliminary actions by automatically analyzing caller information, determining market segment, and routing the call before a human representative intervenes. This preliminary automated classification enables personalized service without requiring complex manual decision-making processes.
2Productivity
If manual call handling is used, then system simplicity is maintained, but response time deteriorates due to missed calls and inadequate initial answering
Solution Approach 1:
The patent implements self-service capabilities through automated voice prompts that can handle routine customer inquiries without human intervention. This allows customers to resolve simple issues immediately, improving response efficiency and reducing the time customers spend waiting for human representatives.
Solution Approach 2:
The system performs preliminary call screening, customer identification, and routing before connecting to human representatives. This preliminary processing ensures that no calls are missed and that each call is directed to the most appropriate resource, improving overall response efficiency.
3Ease of operation
If automated routing is implemented, then customer satisfaction improves through personalized service, but system complexity increases
Solution Approach 1:
The patent creates a universal call routing system that handles multiple customer segments and multiple response channels (automated prompts, video conferencing, voice calls) through a single integrated platform. This multi-functional system provides personalized service across different channels while maintaining a unified, manageable architecture.
Solution Approach 2:
The system introduces an automated routing intermediary that sits between incoming calls and human representatives or automated systems. This intermediary analyzes caller information, determines appropriate routing based on market segment, and directs calls accordingly, simplifying the overall system architecture while enabling personalized service.
Data Source
AI summary
A computer-based system and method for responding to customer calls. The method includes automatically determining whether at least one incoming call meets existing customer criteria and further automatically determining a market segment of the at least one incoming call. The market segment may indicate whether a specific customer prefers: (i) no voice or face-to-face interaction with a representative; (ii) a face-to-face interaction with a representative; and/or (iii) a voice only interaction with a representative. The method further includes automatically routing the at least one incoming call based upon the determined market segment to one of: (1) an automated voice prompt; (2) a gaming system having two-way video capability; or (3) a person-to-person voice call system to facilitate answering incoming calls in a customer-friendly or customer preferred manner.