Connected Machine Initiated Service Routing
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Solution Overview
Problem
Current communication systems between users and contact centers face inefficiencies due to the need for customers to manually provide product information, which can be complex and difficult to convey, leading to poor customer experience, increased costs, and missed sales opportunities.
Innovation Solution
Implementing a connected-machine initiated routing system that uses event data from connected devices to automatically route calls to skilled agents and provide personalized greetings, combined with a digital service interface that proactively informs customers and facilitates communications across multiple channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customers manually provide product information to contact centers, then customers can initiate service requests, but the process becomes complex and difficult leading to poor customer experience and increased costs
Solution Approach 1:
The system performs preliminary actions by automatically capturing and transmitting device identification information (such as device IDs, serial numbers, or connection identifiers) to the contact center before the customer initiates the service request. This pre-positioning of information eliminates the need for customers to manually provide complex product details and allows agents to immediately access relevant device context, thereby reducing both customer effort and agent time spent on identification.
Solution Approach 2:
The patent introduces an intermediary mechanism (the automated routing system) that mediates between the customer's device and the contact center. This intermediary automatically extracts device identification information from network connections or device registrations and transmits it to the contact center, serving as a bridge that eliminates the manual information provision step while ensuring accurate device context is available to agents.
2Productivity
If customers manually provide product information, then service requests can be processed, but customer effort increases and satisfaction decreases
Solution Approach 1:
The system implements self-service by enabling devices to automatically provide their own identification information to the contact center without customer intervention. The device or its associated system automatically transmits device IDs, serial numbers, or connection identifiers, allowing the device to serve itself in the information provision process. This eliminates customer effort entirely while maintaining high service processing efficiency.
Solution Approach 2:
The system performs preliminary actions by pre-capturing and pre-transmitting device identification information before the customer needs to provide it. This advance preparation of information ensures that when the service request is initiated, all necessary device context is already available, eliminating the need for customer effort in information provision while maintaining high processing efficiency.
3Reliability
If traditional routing methods are used, then calls can be directed to agents, but first contact resolution decreases and sales opportunities are missed
Solution Approach 1:
The system performs preliminary routing actions by automatically matching device identification information with device profiles, service histories, and agent expertise databases before the customer call is completed. This pre-matching process ensures that the most appropriate agent is identified in advance, increasing first contact resolution rates while the automated nature of the matching keeps the added complexity manageable.
Solution Approach 2:
The system implements feedback mechanisms where device identification information is continuously matched against device profiles, service histories, and agent performance data. This feedback loop enables dynamic routing decisions that improve first contact resolution by directing customers to agents with relevant expertise and familiarity with the specific device, while the automated feedback processing keeps system complexity controlled.
4Productivity
If manual product identification is used, then basic service can be provided, but sales closure rates decrease and revenue potential is lost
Solution Approach 1:
The system performs preliminary actions by automatically retrieving and presenting device profiles, service histories, and relevant product information to agents before the customer interaction is fully established. This pre-preparation of contextual information enables agents to immediately identify sales opportunities and service needs without time loss, thereby increasing sales closure rates while maintaining efficient service delivery.
Solution Approach 2:
The patent introduces an intermediary information system that mediates between device identification and agent decision-making. This intermediary automatically retrieves and presents relevant device context, service history, and product information to agents, enabling rapid identification of sales opportunities without time loss. The automated intermediary processing eliminates manual information gathering while providing comprehensive data for sales decision-making.
Data Source
AI summary
Event data that includes an identification of a registered device and a state of the registered device may be received by a contact center, where the registered device is different from the user device. A resource requirement for a communications session between a user device and an agent device may be determined by the contact center based on the event data. Routing information that enables the user device to establish a communications session with the agent device without a need for a user of the user device to provide the identification of the registered device to an agent of the agent device may be generated by the contact center based on the resource requirement.