Automated Callback Handling for Media Broadcast Interaction
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Solution Overview
Problem
Live TV advertising is expensive and inefficient due to high costs during prime viewing hours, and consumers face inconvenience when trying to contact companies, leading to low return on investment as they find it difficult to interact immediately after commercials.
Innovation Solution
A system and method that integrates consumer contact queuing methodologies with network broadcasting, using consumer devices to provide automated callback handling for incoming requests during media playback, allowing for easy interaction with companies by automatically scheduling calls based on user preferences and media context.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If companies display toll-free numbers and prompt consumers to call during TV commercials, then consumer contact capability is improved, but consumer effort and perceived inconvenience increase
Solution Approach 1:
The system performs preliminary actions by automatically capturing consumer contact information during media playback and pre-processing callback requests before the consumer needs to initiate contact. The automated system is already positioned to call the consumer when they express interest, eliminating the need for them to manually dial numbers or navigate menus.
Solution Approach 2:
The patent introduces an automated callback system as an intermediary between the consumer and the company. Instead of direct consumer-to-company contact requiring manual effort, the automated system mediates by receiving consumer interest signals, processing callback requests, and initiating calls on behalf of the consumer, thereby reducing their effort to near zero.
2Quantity of substance
If companies invest in live TV advertising during prime viewing hours, then brand awareness and consumer reach are improved, but advertising costs increase significantly
Solution Approach 1:
The automated callback system enables self-service functionality where the system automatically manages the entire callback process including capturing consumer interest, scheduling calls, routing to appropriate agents, and handling multiple consumers simultaneously without requiring additional human intervention or expensive prime-time airtime for each interaction.
Solution Approach 2:
The system changes the temporal parameter of consumer interaction by allowing callbacks to be scheduled at optimal times rather than requiring immediate contact during expensive prime-time slots. This decouples the advertising exposure time from the actual contact time, enabling more efficient use of advertising budgets.
3Productivity
If consumers are prompted to call immediately after viewing commercials, then conversion potential is improved, but consumer frustration and call abandonment increase due to automated systems
Solution Approach 1:
The system performs preliminary actions by capturing consumer contact information and preferences before the consumer needs to initiate contact. The automated system is already positioned and configured to call the consumer when they express interest, eliminating the need for them to manually dial numbers or navigate menus.
Solution Approach 2:
The patent inverts the traditional call initiation model. Instead of the consumer calling the company (which leads to frustration with automated systems), the system initiates the call to the consumer. This reversal transforms the consumer experience from actively navigating frustrating automated menus to passively receiving well-timed calls when they are most interested.
4Ease of operation
If companies use traditional callback systems, then consumer contact is facilitated, but system complexity and manual intervention requirements increase
Solution Approach 1:
The system achieves multi-functionality by consolidating multiple operations into a single automated platform: capturing consumer interest signals during media playback, storing contact information, scheduling callbacks based on preferences, routing to appropriate agents, and managing the entire call flow. This universal system handles all callback-related functions without requiring separate manual processes for each step.
Solution Approach 2:
The automated callback system enables self-service functionality where the system automatically manages the entire callback process including capturing consumer contact information, scheduling calls, routing to appropriate agents, and handling multiple consumers simultaneously without requiring additional human intervention or expensive prime-time airtime for each interaction.
Data Source
AI summary
A system for integrated consumer interaction via media broadcast utilizing automated callback handling during media playback, comprising an immediate communication system that communicates with a media provider and a communications system, wherein the consumer submits a request to a content provider for interaction that is then handled by the immediate communication to establish an interaction with a communication system, and a method for providing integrated consumer interaction. Additionally, the components of the system can be configured to support automated callback handling during media content playback for incoming requests such as incoming calls, texts, and emails.