Communication Assembly for Channel Transfer
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Solution Overview
Problem
Contact centers face challenges in allowing customers to seamlessly transition interactions from one communication channel to another, leading to frustration due to the need to restart conversations with different agents and rehash previous discussions.
Innovation Solution
A communication architecture that links multiple channels used in a single interaction, enabling agents to suspend and resume conversations across different channels, ensuring continuity and efficiency by routing communications based on agent availability and proficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a party ends a chat session with an agent due to circumstances change, then the party can leave for work or other activities, but the party loses the ability to continue the interaction with the same agent and must restart the conversation with a new agent
Solution Approach 1:
The system performs preliminary actions by suspending the first communication session and preserving its context before the party leaves. The communication assembly is placed in a suspended state with all interaction history maintained, so when the party returns via a second channel, the new agent can immediately access the pre-preserved conversation context without requiring the party to rehash previous discussions.
Solution Approach 2:
The system introduces a communication assembly as an intermediary structure that bridges the first and second communication sessions. This assembly acts as a mediator that stores and manages the interaction context, allowing seamless transfer between different communication channels while maintaining continuity. The assembly links the initial chat session with the subsequent text messaging session, ensuring the party's interaction history is preserved and accessible.
2Adaptability or versatility
If multiple communication channels are used to engage a single party, then the contact center can provide versatile communication options, but the contact center cannot automatically link these channels to maintain conversation continuity
Solution Approach 1:
The communication assembly serves as a universal container that can hold and manage interactions across multiple communication channels. It is designed to be channel-agnostic, capable of preserving context from web chats, text messages, voice calls, or any other communication mode. This multi-functional design allows the system to handle diverse communication channels uniformly without requiring separate handling mechanisms for each channel type.
Solution Approach 2:
The communication assembly acts as an intermediary layer between the contact center's routing system and the actual communication channels. It abstracts the complexity of channel-specific protocols and formats, providing a unified interface for suspending, resuming, and transferring interactions. This mediator structure simplifies the overall system architecture by centralizing the logic for maintaining conversation continuity across channels.
3Productivity
If the contact center routes a new communication to a different agent, then agent availability can be optimized, but the new agent lacks context about the party's previous interaction
Solution Approach 1:
The system extracts the conversation context from the specific communication session and stores it independently within the communication assembly. When routing to a new agent, only the essential interaction data is transferred to the assembly, separating the context from the original session. This extracted context includes key information such as discussion topics, party preferences, and unresolved issues, enabling the new agent to quickly understand the interaction history without being tied to the original communication channel or agent.
4Ease of operation
If the party returns via a second communication channel, then the party can continue interaction in a different medium, but the system cannot automatically identify and link this to the original interaction
Solution Approach 1:
The system implements feedback mechanisms by monitoring incoming communications on the second channel and automatically comparing party identifiers against suspended communication assemblies. When a match is found, the system provides feedback by activating the corresponding assembly and routing the new communication to the appropriate agent. This automated feedback loop eliminates manual intervention and ensures seamless reconnection without requiring complex manual linking procedures.
Data Source
AI summary
Various embodiments of the invention provide methods, systems, and computer program products for changing an interaction taking place between an agent and a party from a first channel of communication to a second channel of communication. A communication assembly comprising the interaction is linked to a first communication session currently being held between the agent and party using the first channel of communication. A second communication session to be held between the agent and party using the second channel of communication at a future time is reserved and linked to the communication assembly. The first communication session is then terminated and at the future time, a communication involving the party and using the second channel of communication is established. Accordingly, the communication is linked with the second communication session and routed to the agent so that the agent can interact with the party over the second channel of communication.