Contact Center Voice Call Context Matching
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Solution Overview
Problem
Existing systems for customer interaction with contact centers are inefficient, requiring repeated authentication and context information during voice calls, leading to increased call handle times and reduced productivity.
Innovation Solution
A system and method that match voice calls with context data from customer applications, allowing for secure and efficient routing of calls by using access numbers and access codes, thereby eliminating the need for repeated authentication and enhancing customer experience and contact center productivity.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If voice calls require repeated authentication and context information, then security is maintained, but call handle time increases and productivity decreases
Solution Approach 1:
The system performs preliminary actions by capturing and storing context data from the customer application before the voice call is established. This pre-captured data includes customer identification, account information, and interaction context, which is then automatically associated with the call without requiring repeated authentication during the call itself.
Solution Approach 2:
The patent introduces an intermediary mechanism - a data channel and context data structure - that bridges the customer application and the contact center system. This intermediary captures context information from the application and transmits it to the contact center, eliminating the need for repeated authentication while maintaining security through the use of access codes and session management.
2Reliability
If voice calls require repeated authentication and context information, then security is maintained, but call handle time increases
Solution Approach 1:
Context data is captured and prepared in advance through the customer application before the voice call begins. The system pre-associates customer identification, account information, and interaction context with the incoming call using access codes, eliminating the need for time-consuming authentication procedures during the call.
Solution Approach 2:
The patent extracts authentication and context gathering from the voice call process itself and moves it to the pre-call phase through the customer application. By separating these functions, the actual voice call time is reduced while security is maintained through the pre-captured context data and access code verification.
3Reliability
If access numbers are reserved from a pool to prevent transmission to other devices, then security is improved, but system complexity increases
Solution Approach 1:
The system implements self-service through automated access number management. The pool of access numbers is automatically reserved, assigned, and released without manual intervention. The system self-manages the entire lifecycle of access numbers, including automatic release after expiration, reducing the need for complex manual management procedures while maintaining security.
Solution Approach 2:
The patent implements a recoverable resource model where access numbers are discarded (released back to the pool) after their expiration period or upon successful call completion. This automatic recovery and reuse of access numbers simplifies system management compared to permanent allocation, reducing overall system complexity while maintaining security through controlled access cycles.
Data Source
AI summary
A system and method for processing interaction requests includes a computer system that receives over a data channel from an end user device accessible to the customer, a request for an interaction. The request includes data from an application running on the end user device. The data is stored by the computer system upon receipt. When a voice call from a telephony device accessible to the customer is received, a voice media session is established with the telephony device over a voice channel. The data is identified based on information associated with the voice call. A contact center resource is further identified for routing the voice call. The data is attached to a request to route the call to the identified contact center resource.