Caller Support System Deflecting Calls to Websites
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Solution Overview
Problem
Call centers face inefficiencies in managing incoming calls, as existing systems lack effective methods to deflect callers to relevant websites for self-service or information, leading to increased wait times and resource overload.
Innovation Solution
A caller support system that employs automated call-routing techniques, interactive voice systems, and action-object technology to identify relevant webpages based on caller information, offering incentives for callers to access webpages instead of continuing their calls, while preventing fraud through performance evaluation and load balancing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated call routing techniques are used to route incoming calls to appropriate destinations, then call handling efficiency is improved, but call center workload and resource consumption increase
Solution Approach 1:
The patent extracts the function of handling simple informational queries from the call center system and redirects these calls to the company website. By identifying calls that can be self-service resolved through web resources, the system removes unnecessary workload from call center agents while maintaining efficient handling of calls that require human assistance.
Solution Approach 2:
The system enables callers to obtain information and resolve issues independently through the company website rather than requiring call center agent assistance. By providing self-service options through web-based resources, the patent reduces call center workload while improving overall system productivity.
2Reliability
If more call center resources are allocated to handle incoming calls, then service quality is improved, but operational costs increase
Solution Approach 1:
The patent extracts routine informational queries from the call center workflow and redirects them to automated web-based resources. This extraction reduces the need for additional call center resources while maintaining service quality for calls that genuinely require human assistance.
Solution Approach 2:
The system introduces an intermediary layer (the website with automated information resources) between the caller and call center agents. This intermediary handles routine inquiries, reducing the need for direct agent involvement and thereby reducing operational costs while maintaining service quality.
3Productivity
If callers are deflected to websites for self-service, then call center workload is reduced, but caller wait time may increase
Solution Approach 1:
The system performs preliminary action by proactively identifying calls that can be handled through self-service web resources before routing them to the call center. By pre-screening and redirecting appropriate calls to the website, the system reduces call center workload without significantly increasing caller wait time, as the redirection decision is made automatically and immediately.
4Productivity
If incentives are offered to encourage website access, then caller deflection rate is improved, but fraud risk increases
Solution Approach 1:
The patent implements feedback mechanisms to monitor and evaluate caller behavior patterns. By tracking how callers interact with the system and identifying anomalous patterns that suggest fraudulent activity, the system can adjust incentive distribution to prevent fraud while maintaining effective deflection rates for genuine callers.
Data Source
AI summary
Methods and apparatus to determine when to deflect callers to websites are disclosed. Example methods disclosed herein to deflect a caller to a webpage include receiving a call from the caller, determining a performance metric associated with processing the call, and determining whether to offer the caller an option to terminate the call and access the webpage based on the performance metric.