Callback Cloud Intent Analysis for Contact Center Routing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing communication systems, such as contact centers, are cumbersome for clients due to complex voice prompt menus and lengthy on-hold times while waiting for service representatives, with secondary queue systems only partially alleviating the inconvenience by providing callback numbers but not addressing menu navigation issues.
Innovation Solution
A callback cloud system that accepts requests from various communication networks, allowing users to register with unique identifiers like logos or QR codes, and uses intent analysis to connect clients with appropriate service agents without revealing phone numbers, thereby streamlining the connection process and enhancing privacy.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If voice prompt menus are used to channel callers to appropriate service agent groups, then callers can be directed to the correct service representative, but the menu navigation process becomes time-consuming and frustrating for clients
Solution Approach 1:
The system performs preliminary routing decisions by analyzing the caller's intent through speech recognition before the caller has to navigate through voice menus. The intent analysis engine processes the caller's statement to determine the appropriate service group, eliminating the need for sequential menu navigation while ensuring accurate routing to the correct service representative group.
2Productivity
If callers are placed on-hold in queue while waiting for a service agent, then service representatives can be efficiently utilized, but the waiting time exacerbates client frustration
Solution Approach 1:
The system allows callers to initiate the interaction by stating their intent, and the automated intent analysis engine processes this information to determine routing and queue placement without requiring the caller to actively wait or navigate menus. This self-service approach shifts the burden from the caller to the automated system, maintaining service representative utilization while reducing perceived waiting time.
3Ease of operation
If secondary queue systems provide callback numbers, then clients can disconnect while waiting, but the system still requires clients to navigate complex voice menus to enter the queue
Solution Approach 1:
The system extracts and removes the complex voice menu navigation step from the queue entry process. By implementing intent analysis that processes natural language statements directly, the system eliminates the need for callers to navigate through layered voice menus to access queue functionality, while still providing the callback capability that allows clients to disconnect during waiting.
4Productivity
If traditional telephone systems are used for callbacks, then service can be provided, but client privacy is compromised by requiring phone number disclosure
Solution Approach 1:
The system introduces an intermediary communication channel that enables callback functionality without requiring direct exchange of phone numbers between the client and the service representative. The intermediary system handles the routing and connection establishment based on intent analysis, allowing the callback service to function efficiently while protecting client privacy by eliminating the need for phone number disclosure.
Data Source
AI summary
A system for providing a callback cloud, comprising an application server operated by a callback cloud service provider, a media server, a session management server, an interaction manager, and an intent analysis engine. The application server receives registrations from callback providers unaffiliated with the callback service provider. The application server is adapted to receive callback requests from users, comprising a specific callback provider from whom a callback is requested, when a requested callback should be made, and allowable media types. The application server directs the callback request to the interaction manager, and the interaction manager sends data elements pertaining to the request to the intent analysis engine and receives therefrom data elements pertaining to the callback request determined based on an analysis of the requester's intent. The interaction manager directs the session management server to initiate a callback, and the session management server provides signaling to the media server to conduct the callback.