Mobile Callback Integration Engine for Contact Center Routing
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Solution Overview
Problem
Existing communication systems, such as contact centers, are frustrating for clients due to complex voice prompt menus and lengthy wait times while queuing for service representatives, with secondary queue systems only partially alleviating the wait time issue but not addressing menu navigation challenges.
Innovation Solution
A system and method for mobile device active callback integration, utilizing a callback integration engine that provides a callback token for interaction through the operating system, allowing users to schedule and execute callbacks seamlessly across different interaction modes, incorporating device hardware, context, and trust information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If voice prompt menus are used to channel callers to service agent queues, then callers can be directed to the appropriate service group, but the menu navigation process becomes frustrating and time-consuming for clients
Solution Approach 1:
The system performs preliminary action by pre-identifying caller intent through automated analysis before the caller needs to navigate menus. The intent recognition system analyzes caller input (voice, text, or metadata) and determines service needs in advance, allowing direct routing to appropriate queues without requiring callers to navigate complex voice prompt menus.
2Loss of time
If secondary queue systems with callback numbers are implemented, then wait time frustration is reduced, but the menu navigation problem remains unresolved
Solution Approach 1:
The system merges intent recognition, callback management, and queue routing into a unified system. When a caller expresses intent (through voice, text, or metadata), the system simultaneously performs intent analysis, initiates callback scheduling, and routes to appropriate queues - combining multiple functions into one seamless operation that addresses both wait time and menu navigation issues together.
3Reliability
If complex voice prompt menus are used to identify service issues, then service representatives can be matched to appropriate issues, but client frustration increases due to the complexity
Solution Approach 1:
The system replaces the mechanical voice prompt menu system with an automated intent recognition system that uses natural language processing and metadata analysis. Instead of requiring callers to navigate structured voice menus, the system automatically analyzes caller input and determines service needs, substituting automated intelligence for manual navigation while maintaining accurate service representative matching.
Data Source
AI summary
A system and method for mobile device active callback integration, utilizing a callback integration engine operating on a user's mobile device that present a callback token for integration through the operating system and software applications operating on the device, wherein interacting with the callback token produces a callback object used to execute a callback incorporating device hardware, context, scheduling, and trust information.