Call Holding Detection via Audio Pattern Analysis
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Solution Overview
Problem
Customers experience frustration due to the uncertainty and length of wait times when placed on hold during calls to merchant or customer service centers, as existing systems do not effectively manage call holding, leading to prolonged listening and waiting.
Innovation Solution
A system that automatically detects when a call is being held and when a live representative is available, using standard tones or audio patterns to alert users, allowing for call-back mechanisms, providing advertisements, and offering customizable notifications through connected devices, enabling users to set their phones down during wait times and receive updates on wait times and queue positions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customers are placed on hold in a queue due to high call volume, then the merchant or customer service center can manage incoming calls, but the customer experiences frustration and uncertainty due to prolonged and unspecified wait times
Solution Approach 1:
The system performs preliminary actions by detecting call holding status through audio analysis before the customer becomes frustrated. The mobile device proactively monitors the call state, identifies when the customer is placed on hold through tone detection and audio pattern recognition, and prepares notification mechanisms in advance. This allows the system to act before the negative experience fully develops, notifying the customer of wait status and providing entertainment content during the hold period.
Solution Approach 2:
The system implements feedback by continuously monitoring the call audio stream and providing real-time information to the customer about their hold status. The mobile device analyzes audio tones and patterns, determines when the customer is on hold, and feeds this information back to the customer through notifications, wait time updates, and queue position information. This feedback loop transforms the previously opaque wait experience into a transparent, manageable process.
2Measurement precision
If the system continuously monitors call audio to detect hold status, then accurate detection of call holding is achieved, but additional processing and analysis requirements increase system complexity
Solution Approach 1:
The mobile device performs self-service by utilizing its own built-in audio processing capabilities, microphone, and speaker to monitor the call. The device analyzes the audio stream it is already processing for the call, detecting tones and patterns without requiring external monitoring equipment. This self-monitoring approach achieves accurate detection while minimizing additional system complexity, as the device leverages its existing hardware and software resources.
Solution Approach 2:
The system replaces complex mechanical or human monitoring mechanisms with automated audio signal processing. Instead of requiring manual observation or complex external monitoring systems, the patent uses software-based audio analysis to detect call holding tones and patterns. This substitution of mechanical/human processes with automated electronic signal processing reduces overall system complexity while maintaining high detection accuracy.
3Object-affected harmful factors
If the system provides entertainment content and advertisements during call holding, then customer frustration is reduced, but additional information processing and content delivery requirements increase system complexity
Solution Approach 1:
The mobile device performs multiple functions using its existing capabilities. It simultaneously handles the phone call, monitors audio for hold detection, processes entertainment content playback, and manages notification delivery. By leveraging the universal functionality of the mobile device, the system can provide entertainment and information during hold periods without requiring dedicated specialized equipment, thus reducing overall system complexity while still addressing customer frustration.
Solution Approach 2:
The mobile device acts as an intermediary between the call system and the customer. It receives the call audio stream, analyzes it for hold status, retrieves or generates appropriate entertainment content and notifications, and delivers them to the customer. This intermediary role allows the system to manage the complexity of content delivery centrally through the device the customer already possesses, rather than requiring complex infrastructure changes at the service provider end.
Data Source
AI summary
A system or a method may be provided that automatically distinguishes between a hold status and when someone live is talking on the phone. For example, the caller's phone may detect when the call holding has ended and a customer service representative is now actually on the line. The phone may alert the user to pick up the call at that time, such as utilizing a call-back mechanism. In an embodiment, the system may analyze and learn the various call holding music or recordings of call centers. The system may detect when the call holding music or recording ends in a telephone call and may alert the user.