Consumer Care System Agent Selection and Acknowledgement Protocol
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current customer service applications are inefficient in allowing consumers to quickly and effectively connect with available agents in contact centers, lacking seamless communication protocols between devices and contact centers.
Innovation Solution
A method and apparatus that enable a mobile or desktop application to receive messages from consumers, determine and select available agents, and transmit agent availability messages, requiring acknowledgement before connecting, utilizing a processor, receiver, and transmitter to facilitate efficient communication with contact centers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If current customer service applications are used, then consumers can communicate with contact centers, but the connection process is inefficient and lacks seamless communication protocols
Solution Approach 1:
The system performs preliminary actions by pre-establishing communication protocols and pre-identifying available agents before the actual connection is needed. The contact center system proactively notifies consumers of agent availability and connects them seamlessly without requiring manual intervention or complex user actions during the connection process.
Solution Approach 2:
The system implements feedback mechanisms where the contact center continuously monitors agent availability status and provides real-time notifications to consumers. This feedback loop enables the system to adapt to changing agent availability and establish connections efficiently based on current system state information.
2Speed
If agent availability is not confirmed before connection, then connection speed increases, but consumer control and confirmation over the connection is reduced
Solution Approach 1:
The system performs the action of confirming agent availability before initiating the connection. The contact center system notifies consumers of agent availability in advance, allowing consumers to understand the connection status before it is established. This preliminary confirmation maintains consumer control while enabling efficient connection processes.
Solution Approach 2:
The system provides feedback to consumers about agent availability status before connection occurs. This feedback mechanism ensures consumers are informed of the connection state, maintaining their control and awareness, while the system can proceed with connection based on this confirmed information.
Data Source
AI summary
An apparatus, a method, and a computer program are disclosed. According to one example the apparatus may be configured to receive via the receiver a message from a mobile device to connect with an agent. The apparatus may also be configured to determine and select an available agent via the processor in order for the mobile device to communicate with the available agent, and transmit via the transmitter an agent availability message to the mobile device, wherein the agent availability message requires an acknowledgement from the mobile device prior to connecting the mobile device with the available agent.