Cloud Callback Platform Context Analysis Engine
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Solution Overview
Problem
Existing contact center systems are cumbersome for clients due to complex voice prompt menus and lengthy waiting times while queuing for service representatives, with secondary queue systems only partially alleviating the inconvenience of waiting.
Innovation Solution
A cloud callback platform comprising a profile manager, callback manager, interaction manager, media server, and context analysis engine that allows users to request callbacks when initial contact is unsuccessful, automatically bridging users at a later time with a context summary report to facilitate efficient service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If voice prompt menus are used to channel callers to the appropriate service agent queue, then callers can be routed to the correct service representative, but the process becomes time-consuming and exasperating for clients
Solution Approach 1:
The system performs preliminary routing decisions using automated call distribution and queue management before the caller needs to navigate menus. The callback manager pre-establishes routing logic and service representative availability, eliminating the need for callers to manually navigate through time-consuming voice prompt menus while maintaining accurate routing to the appropriate service agents.
2Reliability
If callers are placed on-hold in queue while waiting for a service agent, then they can be connected to the appropriate representative, but the waiting time exasperates clients
Solution Approach 1:
The system extracts the waiting period from the traditional hold-queue model by implementing a callback mechanism. Instead of keeping callers on-hold in queue, the system removes them from the waiting experience entirely, schedules a callback at an optimal time when a service representative is available, and reconnects them automatically. This maintains reliable connections while eliminating the exasperating waiting time.
3Loss of time
If secondary queue systems are implemented to reduce waiting time, then callers can be callbacked instead of held, but the system does not address the inconvenience of navigating voice prompt menus
Solution Approach 1:
The system merges the callback functionality with intelligent routing and context preservation. The callback manager integrates with the automated call distribution system to simultaneously handle menu navigation elimination and callback scheduling in a unified process, ensuring that callers are both freed from menu navigation and connected at the optimal time without requiring separate systems.
4Productivity
If cloud callback platform with context analysis is implemented, then service agents can be better prepared for client issues, but system complexity increases
Solution Approach 1:
The system introduces a context aggregator as an intermediary component that bridges the callback manager and service representatives. This mediator collects, processes, and summarizes client information, interaction history, and issue context, then delivers it to service agents automatically. This intermediary approach enables enhanced service efficiency without requiring complex integration across the entire system architecture.
Data Source
AI summary
A system and method for a cloud callback platform, comprising at least a profile manager, callback manager, interaction manager, media server, context analysis engine, and context aggregator mechanism, allowing user to call business, agents in contact centers, or other users who are connected a cloud callback platform, and, failing to connect to the individual they called, or by request, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available, and a context summary report is sent to one or more user.