Automated Call Hold Content Customization via Caller Attributes
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Automated call centers face challenges in managing hold times effectively, as existing systems fail to provide customized content to callers based on their attributes and situations, leading to repetitive and unengaging experiences during delays.
Innovation Solution
A system and method that evaluates caller attributes and provides customized hold content based on service topics and delay lengths, allowing for tailored responses during hold times, enhancing the caller experience by utilizing caller-specific and context-appropriate content.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If recorded music or advertisements are played to callers on hold, then callers are entertained during wait time, but the content is repetitive and does not tailor to specific callers or their situations
Solution Approach 1:
The system applies local quality by customizing hold content based on specific caller attributes (e.g., location, service topic, call history) rather than playing uniform content to all callers. Each caller receives tailored content relevant to their situation, transforming the generic hold experience into a personalized interaction that maintains engagement without repetition.
Solution Approach 2:
The system performs preliminary action by evaluating caller attributes and pre-selecting appropriate hold content before the caller is placed on hold. This advance preparation ensures that customized content is ready and waiting, eliminating the need for real-time content generation while maintaining personalization throughout the hold period.
2Adaptability or versatility
If live radio or subscription content is fed to callers on hold, then content repetition is avoided, but control over content is relinquished to third parties
Solution Approach 1:
The system applies self-service by automatically evaluating caller attributes and selecting appropriate hold content without requiring third-party intervention or manual curation. The call center's own system controls the content selection process, maintaining full control over what is played while still providing variety and avoiding repetition through automated attribute-based matching.
3Adaptability or versatility
If hold times are extended to provide customized content evaluation and selection, then content can be tailored to callers, but caller wait time increases
Solution Approach 1:
The system performs preliminary action by evaluating caller attributes and pre-selecting hold content immediately when the caller is identified, before they are placed on hold. This advance preparation eliminates the need for extended hold times to process content selection, as the customized content is ready to play from the moment the caller waits.
Solution Approach 2:
The automated system handles content evaluation and selection without requiring additional hold time for human intervention. The self-service automated process instantly matches caller attributes with appropriate content, maintaining speed while achieving personalization that would otherwise require time-consuming manual processes.
Data Source
AI summary
A system and method for managing hold times during automated call processing is provided. A call is received from a caller and assigned to a call session. Data is obtained from the caller and evaluated for caller attributes related to the call session. Hold times are identified during the call session. Response content is customized for at least one of the hold times using the caller attributes. The customized response content is provided to the caller during that hold time.