Contact Management System Using Segmented Entry Points
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Solution Overview
Problem
Current systems for initiating contact within entities are inefficient, making it difficult for users and agents to find the right channel or agent, leading to increased waiting times and customer dissatisfaction.
Innovation Solution
A system that uses an activatable indicium, such as a company logo, to provide a single entry point for accessing contact information and initiating contact with appropriate agents, integrating channel information and statistical data to facilitate faster and more informed contact.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple contact links are provided on different pages and interfaces, then contact options are comprehensive, but users have difficulty finding the contact link and navigation time increases
Solution Approach 1:
The contact link identification system segments the contact information into multiple channels (phone, email, chat, etc.) and presents them in an organized manner on the contact page, allowing users to quickly find and select the appropriate contact method without navigating through multiple pages
Solution Approach 2:
The system introduces an intermediary contact page that acts as a mediator between the user and various contact channels. This contact page serves as a centralized hub that provides direct access to multiple contact methods, eliminating the need for users to search through multiple pages or interfaces
2Ease of operation
If a single contact number is provided, then the interface is simple, but users must navigate through automated redirect processes to reach the appropriate agent
Solution Approach 1:
The contact page dynamically presents different contact options based on the user's needs and the current state of available agents. The system can adapt the displayed contact methods (phone, email, chat) based on real-time availability and user preferences, allowing users to directly connect with appropriate agents without automated redirects
Solution Approach 2:
The system enables users to self-select the appropriate contact channel and agent type without requiring automated telephone operating systems to redirect them. Users can directly access specific agents or channels through the contact page, taking control of their own contact process and eliminating time-consuming automated redirect procedures
3Adaptability or versatility
If agents manually search for available specialists, then contact initiation is flexible, but the process is cumbersome and waiting time increases
Solution Approach 1:
The system implements real-time feedback mechanisms that display the availability status of specialists and contact channels on the contact page. Agents and users can see current availability information and adjust their contact attempts accordingly, eliminating the need for manual searching and reducing waiting time
Solution Approach 2:
The system replaces the mechanical process of manual phone dialing and agent searching with an automated contact initiation system. Agents can initiate contact with specialists through the system interface, which automatically handles the connection process, reducing the manual effort and time required compared to traditional phone-based approaches
Data Source
AI summary
Embodiments of the invention provide for systems, devices, apparatus, methods, and computer program products for allowing a first agent associated with an entity to initiate contact with a second agent associated with the entity via a contact entry point. The contact entry point is displayed on an interface page and enables a first agent to contact other agents associated with the entity in a faster, more efficient, and better informed manner.