Automated Queue Mediator for Call Hold Time Reduction
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Solution Overview
Problem
Consumers face excessive wait times in call queues when trying to reach a human agent through phone systems with IVR technologies, with existing solutions either not reducing hold times effectively or requiring manual navigation through complex phone trees.
Innovation Solution
The Hold Time Reducer system employs automated dialing and queue navigation to initiate calls, allowing consumers to take the place of processes already waiting in queues, thereby reducing wait times by managing and optimizing the dial-and-queue processes through a process manager that scales and reconnects as needed.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If automated dialing and queue navigation is implemented, then hold time is reduced, but device complexity increases
Solution Approach 1:
The patent introduces an intermediary system (automated dialing system with process manager) that acts as a mediator between the consumer and the call queue. This intermediary automatically manages multiple dialing processes, navigates IVR trees, and handles queue positioning, thereby reducing the time consumers spend on hold while centralizing the complexity in the automated system rather than requiring complex consumer actions.
Solution Approach 2:
The system performs preliminary actions by pre-establishing multiple dialing processes and positioning them in the queue before the consumer actually needs to connect. The process manager proactively manages these processes, including automatic reconnection and scaling, so that when a consumer needs service, a connection is already prepared or can be quickly established, reducing actual hold time.
2Productivity
If multiple dialing processes are used to reduce wait time, then productivity increases, but loss of substance increases
Solution Approach 1:
The patent implements dynamic resource management where the number of parallel dialing processes is adjusted based on real-time conditions. The process manager automatically scales the number of processes up or down depending on queue status, consumer demand, and resource availability. This dynamic approach allows the system to maximize connection speed when needed while conserving resources during low-demand periods, balancing productivity with resource consumption.
Solution Approach 2:
The system incorporates feedback mechanisms where the process manager continuously monitors the status of dialing processes, queue positions, and connection outcomes. Based on this feedback, the manager automatically adjusts process behavior including reconnection attempts, process termination, and scaling decisions. This feedback-driven approach ensures resources are used efficiently to achieve connections without wasteful over-provisioning.
Data Source
AI summary
The system allows a consumer to shortcut through a call queue to reach a human agent faster. For phone or voice-based calls that require a consumer wait on hold, the system can give that consumer an accurate estimate of the wait time and allow them to skip all or some of it. It does this by using automated processes to proactively dial and wait in those call queues, measuring their time in queue. A new consumer making an incoming call can then join the call queue occupied by of those automated processes, shortcutting the consumer past all or some of the wait time.