Automated System Transfers Contact Center Sessions
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Solution Overview
Problem
Contact centers face inefficiencies during peak times due to agents being overwhelmed with concurrent sessions, leading to delayed responses and increased wait times for users, as conventional systems only transfer sessions to agents until completion, without optimizing the use of automated systems to free up agent resources.
Innovation Solution
A system and method that automatically transfers sessions from agents to an automated system when the automated system can provide high-confidence responses, allowing agents to handle additional sessions and optimizing agent time by leveraging the automated system's capabilities to handle sessions that are within its scope.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If agents handle multiple concurrent chat sessions, then contact center capacity increases, but response timeliness deteriorates causing users to terminate sessions early
Solution Approach 1:
An automated system acts as an intermediary between users and agents, handling routine chat sessions and preliminary information gathering. This mediator frees agents from low-complexity tasks while maintaining high response timeliness for users, as the automated system can instantly respond to chat inquiries without human intervention delays
Solution Approach 2:
The chat session handling is segmented into different levels: the automated system handles routine inquiries and information gathering, while agents focus on complex issues requiring human judgment. This segmentation allows parallel processing of multiple sessions by the automated system without compromising response quality, thereby increasing contact center capacity while maintaining response timeliness
2Productivity
If agents are occupied to capacity with sessions, then all agent time is utilized, but surplus users experience increased wait times
Solution Approach 1:
The automated system enables self-service for users by handling routine chat sessions independently without requiring agent intervention. This allows the system to serve itself and users simultaneously during peak times, eliminating the need for users to wait for agent availability while maintaining high agent utilization for complex cases
Solution Approach 2:
The automated system provides multi-functionality by performing both initial information gathering and complete session handling for routine inquiries. This universal capability allows it to absorb surplus user demand during peak times, preventing increased wait times while agents remain fully utilized for high-value complex sessions
3Productivity
If the automated system handles more sessions, then agent availability increases, but the automated system's limited capabilities may reduce service quality for complex issues
Solution Approach 1:
Different quality levels are applied locally to different session types: the automated system provides efficient, timely responses for routine inquiries, while agents provide high-quality, nuanced service for complex issues. This local quality differentiation ensures service quality is optimized for each session type while maximizing agent availability through automated handling of appropriate cases
Solution Approach 2:
The system uses feedback mechanisms to determine when to transfer sessions from automated handling to agent handling. When the automated system detects that a session requires complex problem-solving beyond its capabilities, it transfers the session to an agent, ensuring service quality is maintained for complex issues while preserving agent availability for cases that truly require human intervention
Data Source
AI summary
A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.