Contact Center Content Integration via Asynchronous Loading
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Solution Overview
Problem
Contact center agents face inefficiencies when accessing multiple data sources during interactions, as existing solutions require manual searching, copying, or using screen pops, which are error-prone, labor-intensive, and resource-taxing, and scripts are limited in scope and maintenance.
Innovation Solution
The interapption system allows developers and administrators to deliver dynamic, customized content to agents by routing interactions through providers that use interaction data to determine the need for additional content, which is then asynchronously loaded into the agent's UI, enabling focused, context-sensitive information without unnecessary application elements.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If agents manually search and copy data from multiple sources during interactions, then they can access necessary information, but the process becomes labor-intensive and error-prone
Solution Approach 1:
The patent merges multiple data sources and applications into a single unified interface displayed on the agent's screen. Instead of requiring agents to manually switch between multiple applications and copy data, the system consolidates customer information, interaction history, and relevant data into one integrated view, eliminating manual copying and reducing errors.
Solution Approach 2:
The system automatically retrieves and displays the necessary information to agents without manual intervention. The platform self-services by pulling data from multiple sources, formatting it appropriately, and presenting it in the agent's workspace, thereby eliminating the labor-intensive manual searching and copying process.
2Adaptability or versatility
If screen pops are used to display additional applications, then agents can access more data sources, but system resources are heavily taxed
Solution Approach 1:
Rather than launching separate screen pop applications that consume additional system resources, the patent merges the functionality of multiple data sources into a single integrated display. This consolidation maintains access to diverse data sources while significantly reducing the computational overhead of running multiple independent applications.
3Productivity
If traditional scripts are used for contact center interactions, then basic workflows can be automated, but they are limited in scope and difficult to maintain
Solution Approach 1:
The patent implements a dynamic platform that adapts to varying interaction types and requirements in real-time. Unlike static traditional scripts, this system can dynamically adjust workflows, display different information based on interaction context, and accommodate new use cases without requiring complete script rewrites, thereby expanding the scope of automation while maintaining ease of maintenance.
4Loss of information
If multiple applications are opened for each interaction, then agents can access comprehensive information, but the process becomes time-consuming
Solution Approach 1:
The system performs preliminary actions by pre-fetching and preparing relevant information before the agent needs it. When an interaction begins, the platform proactively retrieves customer data, interaction history, and relevant information from multiple sources, formats it appropriately, and displays it in the agent's workspace, eliminating the time required for agents to manually open and search through multiple applications.
Data Source
AI summary
A system and method are presented for the addition of content to contact center interactions. An interaction is routed to an agent in the contact center environment. The interaction is routed through one or more providers of embedded client applications. Providers may be a first party, a DSL provider, or a programmatic provider. The provider triggers a user interface which displays one or more specified embedded client applications to the agent and when the agent selects one of the applications, it is asynchronously loaded through an inline frame.