Blockchain CSR Action Tracking via Company-Specific Encryption
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Solution Overview
Problem
In the contact center environment, there is a need to monitor and reliably retrieve actions of customer service representatives (CSRs) due to issues like deviant behaviors and inaccessible data, especially when CSRs are employed by outsourced companies, making it difficult for hiring companies to conduct audits and ensure quality service.
Innovation Solution
A blockchain-based system that uses unique digital key pairs for CSRs and company-specific encryption keys to securely record and track CSR actions, allowing companies to decrypt and investigate actions independently without relying on outsourced contact centers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If companies rely on outsourced contact centers to store CSR action data, then data storage capacity is improved, but data accessibility and audit capability deteriorate
Solution Approach 1:
The system segments data storage and accessibility by implementing a distributed ledger where each participant (company, outsourced contact center) holds a copy of the blockchain. This segmentation allows independent access to CSR action data without requiring centralized control by the outsourced contact center, resolving the contradiction between storage capacity and accessibility.
Solution Approach 2:
The blockchain acts as an intermediary layer between companies and outsourced contact centers. It enables direct access to CSR action data for auditing purposes while maintaining the outsourced contact center's role in data generation, thus improving accessibility without compromising the existing storage architecture.
2Adaptability or versatility
If outsourced contact centers maintain CSR performance data, then operational flexibility is improved, but trust and verification capability deteriorate
Solution Approach 1:
The system implements feedback through cryptographic verification mechanisms. Each CSR action is hashed and recorded on the blockchain, providing immediate verification capability. Companies can independently verify CSR actions at any time, establishing trust while maintaining the operational flexibility of outsourced contact centers.
Solution Approach 2:
The system performs preliminary action by recording CSR actions on the blockchain at the moment they occur, rather than relying on periodic audits. This real-time recording creates an immutable trail that establishes trust before any potential disputes arise, while allowing outsourced contact centers to maintain their operational independence.
3Stability of the object's composition
If CSR action data is centralized in outsourced contact centers, then data consistency is improved, but audit independence and accountability deteriorate
Solution Approach 1:
The blockchain serves multiple functions simultaneously: it maintains data consistency through its immutable ledger structure while also enabling independent audits by multiple parties. The distributed nature of the blockchain allows both data consistency and audit independence to coexist, resolving the contradiction between centralized control and independent verification.
Data Source
AI summary
A system and method using blockchain for monitoring and tracking customer service representative actions are disclosed. In the system and method, customer service representative actions are encrypted using an encryption key specific to a company on whose behalf the customer service representative is acting. The customer service representative signs the encrypted action with a private key of a public/private key pair. The signed, encrypted action record is placed on the blockchain, which can later be accessed to review the actions of the customer service representative or actions of any customer service representative acting on behalf of the specific company.