Contact Center Data Aggregation For Interaction Prioritization
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Solution Overview
Problem
Contact centers face challenges in providing seamless and efficient user interactions due to the lack of integrated communication services and the inability to track user interactions across multiple modalities, leading to inefficiencies and poor customer experience.
Innovation Solution
Implementing a system that correlates past user interactions with current interactions, aggregates data from both, and generates messages or alerts to enhance user interaction handling, such as prioritizing queues and providing real-time assistance to agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If separate communication services are implemented by different service providers, then each service can be optimized independently, but information must be manually passed by users between services and remote workers cannot access on-premises systems
Solution Approach 1:
The patent merges multiple separate communication services (telephony, email, messaging) into a single unified communications platform delivered as a service. This integration eliminates the need for users to manually pass information between services and enables remote workers to access all communication functions through one system, directly resolving the contradiction between service optimization and ease of operation.
Solution Approach 2:
The unified communications platform provides universal access to multiple communication modalities through a single system. The platform can deliver voice, video, messaging, and email services through various devices (desktop phones, mobile phones, computers), making the system adaptable to different user needs and locations while maintaining ease of operation.
2Reliability
If contact centers track detailed user interaction data across multiple modalities, then user service can be personalized and improved, but system complexity increases
Solution Approach 1:
The patent introduces an intermediary data aggregation system that sits between multiple communication services and the contact center agents. This intermediary automatically collects, correlates, and aggregates user interaction data from various modalities (voice calls, emails, chats) and presents it in a unified format to agents. This mediator approach enables comprehensive tracking without requiring complex integration logic in each individual service, thus improving reliability while managing system complexity.
3Productivity
If agents have access to complete user interaction history, then customer service quality improves, but information processing time and system resources increase
Solution Approach 1:
The system performs preliminary actions by pre-aggregating and organizing user interaction data from multiple sources before agents need to access it. The data aggregation process occurs in the background, correlating past interactions with current contact attempts and preparing personalized context information in advance. This allows agents to immediately access comprehensive user history without experiencing delays during customer interactions, thus improving productivity without significant time loss.
Data Source
AI summary
A contact center system correlates one or more past user interactions to a current user interaction with the contact center system. The current user interaction may in some cases use a different communication modality (e.g., chat, voice, video, SMS, email, or social) than a past user interaction. The contact center system may automatically alert a supervisor agent when the system detects that a certain user warrants more attention. Real-time assistance may be provided to an agent of the contact center system based on aggregated data from a user's history of user interactions across modalities.