Call Center Supervisor Intervention via Video Speech Analytics

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Solution Overview

Problem

Call center supervisors face difficulties in efficiently monitoring multiple communications between call agents and customers, especially during high volumes, as it is burdensome to track and prioritize potentially problematic interactions in real-time.

Innovation Solution

A call center communication system that uses an automatic call distributor to prioritize and score communication sessions based on audio and video analysis, providing supervisors with a priority score for each session, allowing them to focus on the most critical interactions through a user-friendly interface.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If supervisors manually monitor multiple communication sessions, then customer service quality can be maintained, but the supervisor's workload and time consumption increase significantly during high call volumes

Engineering Contradiction:

Improvecustomer service qualityVSAvoidsupervisor monitoring time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

An automatic call distributor system acts as an intermediary between multiple communication sessions and the supervisor. The system automatically scores and prioritizes calls based on various criteria, filtering and organizing calls before presenting them to the supervisor in order of priority, thereby reducing the supervisor's manual monitoring burden while maintaining service quality

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The manual mechanical process of supervisor monitoring is replaced with an automated electronic system that uses algorithms to score, prioritize, and route calls automatically. This substitution eliminates the need for supervisors to manually evaluate each call, significantly reducing time consumption while maintaining or improving monitoring consistency

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Reliability

If supervisors monitor all communication sessions during high volume periods, then no problematic interactions are missed, but the complexity and burden of managing multiple conversations increases

Engineering Contradiction:

Improvedetection of problematic interactionsVSAvoidsupervisor workload complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The monitoring task is segmented into automated scoring functions and human supervisor review functions. The system divides the complex task of monitoring all calls by automatically pre-processing and scoring each call based on multiple criteria, then presenting only the most relevant calls to the supervisor in a structured priority order, reducing the perceived complexity of management

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system changes the parameters of call presentation by introducing priority scores and categorizations. Instead of presenting raw unprocessed calls, the system transforms calls into scored, prioritized items with metadata indicating their priority level, making the supervisor's task less complex while maintaining comprehensive detection capability

Inventive Principle:

Principle #35Parameter changes

3Ease of operation

If random monitoring is used to simplify supervisor tasks, then monitoring burden is reduced, but the ability to identify and address problematic interactions decreases

Engineering Contradiction:

Improvesupervisor monitoring easeVSAvoidproblematic interaction detection

Core Design Contradiction:

Ease of operationVSReliability

Solution Approach 1:

The system performs preliminary actions by automatically scoring and prioritizing calls before they reach the supervisor. Call priority scores are calculated in advance based on multiple criteria including customer history, call type, and real-time analytics, so that when supervisors review calls, they are already organized and flagged for potential problems, combining ease of operation with reliable detection

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system implements feedback mechanisms where call outcomes and supervisor interventions are fed back into the scoring algorithm. This continuous feedback loop refines the prioritization criteria over time, improving the system's ability to identify problematic interactions while maintaining ease of supervisor operation through increasingly accurate automatic filtering

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS9031222B2Automatic supervisor intervention for calls in call center based upon video and/or speech analytics of calls

Publication Date: 2015.05.12 CISCO TECHNOLOGY INC

AI summary

A method, a system and computer readable storage media facilitate establishing a plurality of simultaneously occurring communication sessions between call agent devices and customer devices at a call center communication system. Each communication session is monitored to determine a priority score associated with each communication session, where each priority score provides an indication of a potential problem associated with the corresponding communication session. An indication of the priority score associated with each communication session is provided to a supervisor device.