Contact Record Enrichment with Transfer Data
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Solution Overview
Problem
Existing contact center systems struggle to provide comprehensive information about contact chains associated with customer journeys, as individual contact records often lack details about preceding or subsequent contacts within the same journey, leading to inefficiencies in reviewing full contact contexts and increased resource utilization.
Innovation Solution
A contact record enrichment system that receives contact records from a contact center platform, determines if a contact is part of a larger customer journey, and enriches each corresponding contact record with transfer data, including contact sequences, transfer counts, and queue information, allowing for the display of comprehensive customer journey details from a single contact record.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If individual contact records are used to represent single contacts, then system simplicity and ease of operation are maintained, but comprehensive information about the entire contact chain is lost
Solution Approach 1:
The contact record structure is nested to include not only the current contact information but also references to and summaries of preceding and subsequent contacts in the same customer journey. This allows a single contact record to contain embedded information about the entire contact chain, resolving the contradiction by maintaining operational simplicity while preventing information loss.
Solution Approach 2:
The system transitions from a one-dimensional contact record (single contact) to a multi-dimensional structure that incorporates temporal and contextual dimensions by adding fields for contact sequence numbers, references to other contacts, and summaries of the contact chain. This dimensional expansion enables comprehensive information storage without complicating the basic record structure.
2Loss of information
If separate lookups are performed for each contact in a chain, then individual contact details can be accessed, but computing resource utilization increases
Solution Approach 1:
The system performs preliminary action by pre-establishing and storing references to all contacts in a customer journey within each contact record during the contact processing phase. This advance preparation eliminates the need for subsequent separate lookups when users need to access contact chain information, thereby reducing computing resource utilization while maintaining full information accessibility.
Solution Approach 2:
Instead of creating separate lookup operations, the system copies relevant contact chain information into each individual contact record during the initial processing. This copying approach allows all contact details to be accessed through a single record retrieval operation, significantly reducing the computational resources required compared to multiple separate lookups.
3Loss of information
If contact records include transfer data about the entire contact chain, then comprehensive customer journey information is available from a single record, but the complexity of the contact record structure increases
Solution Approach 1:
The contact record structure is segmented into distinct sections: basic contact information, contact chain context (including sequence number and total contacts), transfer data (with references to other contacts), and summary information. This segmentation allows comprehensive information to be organized in a structured manner that is easy to process and access, reducing the perceived complexity while maintaining information completeness.
Solution Approach 2:
The contact record structure is designed with multi-functionality to serve multiple purposes: it represents the current contact, provides context about the entire contact chain, enables navigation between contacts, and supplies summary information for analytics. This universal design achieves comprehensive information storage without proportionally increasing structural complexity, as the same structure serves multiple functions simultaneously.
4Device complexity
If users access information about multiple contacts through separate operations, then individual contact records remain simple, but the time required to review full contact context increases
Solution Approach 1:
The system merges information about multiple contacts into a single contact record by including embedded references and summaries of preceding and subsequent contacts in the same customer journey. This merging allows users to access comprehensive contact chain information through a single record retrieval operation, significantly reducing the time required to review full contact context while keeping the basic record structure simple and manageable.
Data Source
AI summary
A contact record enrichment system receives contact records generated by a contact center platform in association with individual contacts handled by a contact center. If multiple contacts are part of a contact chain associated with the same customer journey, such as a customer journey that involves one or more transfers between different contacts, the contact record enrichment system enriches corresponding contact records with transfer data about the entire customer journey. The transfer data added to an individual contact record for an individual contact in the customer journey causes the contact record to indicate information about the entire customer journey, in addition to information about the individual contact.