Caller Deflection System Using Intent-Based Transcription
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Solution Overview
Problem
Existing customer call response systems, particularly those using interactive voice response (IVR), often result in customers having to reiterate their issues when switched from voice to digital channels like SMS or callback, leading to inefficient and frustrating experiences due to lack of information transfer.
Innovation Solution
A deflection and response system that transcribes audio inputs from IVR calls, determines caller intents, and directs the information to appropriate skill groups for context-based personalized responses via text messages or callbacks, ensuring informed resolution without requiring customers to repeat themselves.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If calls are deflected from voice channel to digital channel (SMS/chat), then cost is reduced, but customer experience deteriorates due to loss of call context and information
Solution Approach 1:
The system performs preliminary transcription of the voice call to text and preliminary determination of caller intent before deflecting to digital channel. This advance preparation ensures that when the customer is redirected to SMS or chat, their issue context and intent are already captured and transferred, eliminating the need to repeat information and maintaining service continuity across channels
Solution Approach 2:
The patent introduces an intermediary processing layer between the voice call and digital channel deflection. This intermediary system transcribes the call, analyzes intent, and prepares contextual information before the customer is redirected. The intermediary ensures seamless information transfer across channels, preventing loss of call context while enabling cost-effective digital channel usage
2Loss of time
If virtual queuing with callback is used instead of immediate agent connection, then wait time is reduced, but information transfer to agent is incomplete
Solution Approach 1:
While the caller is in virtual queue waiting for callback, the system preliminarily transcribes the call and determines caller intent in advance. When the callback occurs, the agent receives pre-processed information including transcription and intent analysis, eliminating the need for the agent to gather basic information during the callback and making effective use of the wait time
Solution Approach 2:
The system maintains continuous processing of caller information during the wait time. Instead of idle waiting, the transcription and intent determination processes continue uninterrupted, ensuring that by the time the callback occurs, all useful information has been extracted and prepared for the agent, maximizing the productivity of the waiting period
Data Source
AI summary
Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a callback or a text response to the issue is provided to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a response system for resolution. A response entity from the appropriate skill group determines and provides an issue response via callback or text message to the caller device, e.g., to the caller's mobile phone.