Enterprise Caller Identity Pre-loading for Answer Rate Improvement
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Solution Overview
Problem
Current social network applications lack the capability to integrate user-generated content such as status updates, videos, and photographs with smartphone telephony interactions, and there is a need to enhance enterprise data sharing to improve answer rates and first call resolution for businesses, as unknown caller numbers often lead to unanswered calls due to high volumes of unwanted solicitations.
Innovation Solution
A system embedded in a smartphone application that allows enterprises to control the content displayed to users, enabling the presentation of the caller's identity and reason for calling, by selecting and transmitting visual content and identity information during communication sessions, which is then updated on the recipient's device for presentation during incoming calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If enterprises use unknown numbers for calling, then call privacy is protected, but answer rates decrease due to high volumes of unwanted solicitations
Solution Approach 1:
The system pre-loads and displays caller identity information, company branding, and call purpose details on the recipient's device before the actual call connects. This preliminary presentation of trusted information enables users to make informed decisions about answering, thereby improving answer rates while maintaining privacy through controlled information disclosure.
Solution Approach 2:
A centralized server acts as an intermediary between calling enterprises and recipients. The server stores enterprise identity information, validates calls, and delivers authenticated caller details to recipients' devices. This intermediary mechanism enables trusted communication without exposing private number information, resolving the contradiction between privacy protection and answer rate improvement.
2Loss of information
If social network applications integrate user-generated content with telephony interactions, then communication context is enhanced, but system complexity increases
Solution Approach 1:
The system implements a universal data sharing platform that handles multiple communication types (voice calls, video calls, text messages) and content formats (status updates, photographs, videos, documents) through a single integrated architecture. This multi-functional approach enhances communication context without proportionally increasing system complexity, as the same infrastructure serves diverse communication needs.
Solution Approach 2:
The system automatically retrieves, formats, and presents relevant user-generated content and caller information without requiring manual user configuration. The automated content delivery system selectively pushes appropriate information (caller identity, company branding, call purpose) based on predefined rules and user preferences, reducing the complexity burden on users while enhancing communication context.
Data Source
AI summary
Enhanced data sharing from the enterprise to end users involves receiving a data sharing command on an administrative control panel. The data sharing command has a selection of content, identity information of a communication session initiator, and identity information of a communication session recipient. A submission request, which includes the content and identity information of the initiator is transmitted to a computing device associated with the recipient. Local records on the recipient computing device are updatable with the received visual content and the identity information of the initiator. This data is presentable to the recipient upon an incoming communications session request.