Intelligent Cloud Screen Recording System for Contact Centers
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Solution Overview
Problem
Current systems for recording interactions between devices lack efficient tools for selectively recording and storing relevant parts of interactions, leading to low-value recordings, increased storage requirements, and time-consuming evaluation processes in contact centers.
Innovation Solution
The system automatically manages interaction recordings by initiating recording, setting archiving criteria, storing parts of the recording in local storage, identifying metadata items that fulfill archiving criteria, and archiving relevant parts while deleting irrelevant parts from local storage.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If 40% of screen interactions and up to 100% of voice interactions are recorded, then quality management evaluation can be performed, but storage requirements increase and evaluation processes become time-consuming
Solution Approach 1:
The patent segments interaction recordings into different types (voice, screen, digital) and applies different recording policies to each type. Instead of recording all interactions uniformly, the system divides them into categories and selectively records based on the specific type, reducing overall storage requirements while maintaining evaluation quality.
Solution Approach 2:
The patent applies different recording quality standards to different interaction types. For example, voice interactions may be recorded at 100% with full audio quality, while screen interactions are recorded at 40% with selective capture. This local quality approach ensures adequate evaluation capability for each interaction type without uniformly high storage costs.
2Quantity of substance
If recording policies are set to record 40% of total interactions, then storage costs are reduced, but evaluation processes become less effective due to insufficient recording coverage
Solution Approach 1:
The patent implements dynamic recording policies that adjust recording coverage based on interaction characteristics, agent performance levels, and business priorities. Rather than a static 40% recording rate, the system dynamically determines which interactions to record based on real-time factors such as interaction complexity, agent experience level, and customer value, ensuring evaluation effectiveness while optimizing storage costs.
Solution Approach 2:
The patent changes the parameters of recording policies based on various factors including interaction type, agent performance metrics, and business objectives. By adjusting recording parameters (such as recording probability, retention period, and detail level) based on these changing conditions, the system maintains evaluation effectiveness while reducing unnecessary storage costs.
3Adaptability or versatility
If manual Record-On-Demand recording is used, then recording can be initiated during interaction, but the process relies on manual intervention and may only start once a ROD request is launched
Solution Approach 1:
The patent implements self-service recording capabilities where the system automatically determines and initiates recordings based on pre-configured policies without requiring manual intervention. The system monitors interactions in real-time and automatically starts recording when policy criteria are met, eliminating the need for manual ROD requests while maintaining flexible recording initiation based on interaction characteristics.
Solution Approach 2:
The patent uses feedback mechanisms where the system continuously monitors interaction parameters and automatically adjusts recording decisions based on real-time feedback from the interaction itself. This allows the system to adaptively initiate recordings during interactions based on detected events, patterns, or thresholds without manual intervention, combining the flexibility of ROD with automated decision-making.
4Quantity of substance
If large storage facilities with servers are deployed, then all interaction recordings can be stored, but storage costs increase and most recordings (97%) are not used for quality management
Solution Approach 1:
The patent extracts and removes unnecessary recordings from the storage system by applying intelligent filtering policies that identify and exclude low-value interactions from recording or retention. By taking out only the essential recordings that meet quality management criteria and discarding the rest, the system dramatically reduces storage capacity requirements while maintaining the 97% cost savings potential mentioned in the background.
Solution Approach 2:
The patent implements a discarding strategy where interactions that do not meet recording criteria are discarded (not recorded or immediately deleted), and only valuable interactions are retained. This selective discarding approach, combined with the ability to recover or re-record specific interactions if needed, eliminates the need for large-scale storage facilities while ensuring quality management requirements are met.
Data Source
AI summary
A method of managing interaction recordings of an interaction between agent devices and customer devices, the method comprising: initiating an interaction recording of the interaction between an agent device and a customer device, wherein the interaction recording comprises metadata items; storing one or more parts of the interaction recording in a local storage; identifying parts of the interaction recording whose metadata items fulfill archiving criteria; and archiving parts of the interaction recording stored in the local storage whose metadata items fulfill the archiving criteria and deleting parts of the interaction recording from the local storage whose metadata items do not fulfill the archiving criteria.