Click-to-Callback System for Immediate Web Support

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Solution Overview

Problem

Users often leave websites without completing transactions due to unmet assistance needs, and abandoned shopping carts result in missed opportunities for online sales, as existing systems fail to provide immediate and effective support.

Innovation Solution

Implementing a 'click-to-callback' system that allows users to request immediate assistance by selecting an icon on the webpage, which prompts a representative to call them back within seconds, utilizing a callback system comprising a rules engine, contact routing engine, storage, web service, dialer, and co-browse server to facilitate seamless support.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of time

If a user is presented with a toll-free number message when canceling a transaction, then the user may call for help, but the user is likely to leave the website and the response time is delayed

Engineering Contradiction:

Improveresponse timeVSAvoiduser convenience

Core Design Contradiction:

Loss of timeVSEase of operation

Solution Approach 1:

The system performs preliminary action by automatically calling the user back within 10 seconds of cancellation request, rather than waiting for the user to initiate a call. The callback system is pre-configured with the user's phone number and transaction details, enabling immediate automated outreach to retrieve the abandoned transaction.

Inventive Principle:

Principle #10Preliminary action

2Reliability

If the user leaves the website to call for assistance, then the user can receive help, but the transaction is likely to be abandoned

Engineering Contradiction:

Improvetransaction completionVSAvoiduser convenience

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The system implements self-service by automatically initiating the callback process without requiring the user to manually call back. The callback system automatically dials the user's number, transfers to the appropriate representative, and provides transaction context, enabling the user to receive assistance while remaining on the website.

Inventive Principle:

Principle #25Self-service

3Productivity

If immediate callback assistance is provided, then transaction completion increases, but system complexity increases

Engineering Contradiction:

Improvetransaction completion rateVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent introduces a callback system as an intermediary component that bridges the user and customer service representatives. This intermediary automatically manages the callback process, including retrieving user phone numbers, initiating calls, and routing to appropriate representatives, thereby implementing immediate assistance without significantly increasing overall system complexity.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS10372291B1Systems and methods for click-to-callback

Publication Date: 2019.08.06 UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA)

AI summary

Click-to-callback provides an icon or link on a webpage that a user can select or click on. When the icon or link is clicked or otherwise selected, the user is provided with a list of his phone numbers to choose from, or a blank field to enter an alternate number, for an immediate return call from a representative of the entity (e.g., the company) associated with the webpage. When this request is submitted, the representative desirably calls the user back immediately (e.g., within about 10 seconds) to provide assistance. Thus, the user remains on the website, and gets the help he desires to continue on the website, which may, for example, lead to the user making an online purchase.