Selective Call Recording via Real-Time Experience Score
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Solution Overview
Problem
Current systems for customer communication handling struggle to selectively record interactions efficiently, as they often require recording all sessions, which is costly and resource-intensive, and fail to trigger recording based on real-time customer satisfaction levels.
Innovation Solution
A call handling platform that collects data points from interactions with an IVR module, computes an experience score, and routes calls to human agents when satisfaction levels are low, initiating recording only when necessary, and pausing or resuming based on sensitive data exchange.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If all customer interactions are recorded, then complete customer service quality monitoring is achieved, but storage costs and system resource consumption increase significantly
Solution Approach 1:
The system performs preliminary assessment of customer satisfaction during the interaction using real-time data collection and experience score computation. Based on this preliminary assessment, the system determines whether to initiate recording, thereby avoiding unnecessary recording of satisfactory interactions while ensuring recording of problematic ones before full recording would be required.
Solution Approach 2:
Instead of uniformly recording all interactions, the system applies selective recording based on local quality criteria - specifically, whether the experience score falls below a predetermined threshold. This allows different parts of the interaction data to be treated differently: high-quality interactions are not recorded, while low-quality interactions are recorded for review.
2Loss of information
If continuous recording is implemented, then complete interaction data is available, but system resource consumption and analysis burden increase
Solution Approach 1:
The system continuously monitors and assesses customer satisfaction in real-time during the interaction, performing the assessment action before the interaction ends. This preliminary continuous assessment enables the system to make informed decisions about recording only when necessary, reducing the overall data volume requiring analysis while maintaining availability of critical information.
Solution Approach 2:
Instead of recording all interactions (excessive action), the system records only the partial subset of interactions that meet the criteria of low customer satisfaction scores. This partial recording approach reduces analysis burden while still capturing the problematic interactions that need review.
3Extent of automation
If real-time satisfaction monitoring is implemented, then selective recording can be triggered, but system complexity increases
Solution Approach 1:
The system performs self-assessment of customer satisfaction using automated data collection and experience score computation during the interaction. This self-service mechanism eliminates the need for manual monitoring or complex external evaluation systems, reducing overall system complexity while enabling real-time selective recording triggers.
Solution Approach 2:
The system implements a feedback loop where real-time interaction data is continuously collected, experience scores are computed, and recording decisions are triggered based on these feedback results. This feedback mechanism simplifies the system by using straightforward threshold-based logic rather than complex decision trees or multiple evaluation criteria.
Data Source
AI summary
A call handling platform receives a call placed by a caller. The call handling platform collects data points based on an interaction of the caller with an interactive voice response module during the call, and computes an experience score for the caller. The call handling platform accesses a predetermined first threshold that indicates a first level of caller satisfaction and compares the experience score to the first threshold. Based on the comparing, the call handling platform determines that the caller has a lower level of satisfaction than the first level of satisfaction, and routes the call to a human agent. The call handling platform determines whether an option for recording a call is enabled. Based on determining that the option for recording a call is enabled, the call handling platform initiates recording of the interaction between the caller and the human agent.