Context-to-Call System for Seamless Mode Handoff
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Solution Overview
Problem
Current contact center systems require users to manually copy phone numbers, navigate complex menus, and restate their purposes, leading to inefficiencies and uncertainties in communication, particularly when transitioning from chatbots to human agents.
Innovation Solution
A computer-implemented method and server system that facilitates communication between multiple communication points using various modes (e.g., video calls, audio calls, emails) by determining and matching user-selected communication modes, enabling seamless transitions and mode conversions as needed.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If users manually copy phone numbers and navigate complex menus to contact agents, then communication can be established, but user time and effort are significantly increased
Solution Approach 1:
The system performs preliminary actions by automatically capturing user context (chat history, intent, authentication status) before the call is initiated. The communication system pre-processes this context to prepare for seamless handoff to human agents, eliminating the need for users to manually provide information again during the call.
Solution Approach 2:
The communication system acts as an intermediary between chatbot interactions and human agent calls. It bridges the gap by receiving context from the chatbot platform, processing it through mode determination and matching, and delivering it to the appropriate human agent, thereby eliminating manual information transfer.
2Device complexity
If chatbots are trained with fixed intents, then system complexity is reduced, but response accuracy and adaptability decrease
Solution Approach 1:
The communication system provides multi-functionality by handling multiple communication modes (chat, voice, video) and serving multiple purposes (context capture, mode determination, matching, and handoff coordination). This universal platform allows the system to adapt to various interaction types without requiring separate specialized systems for each mode.
Solution Approach 2:
The system introduces dynamics through mode determination and mode matching that adapt to user preferences and context in real-time. Rather than following fixed predetermined paths, the system dynamically selects communication modes and routes based on current interaction state, improving response accuracy while maintaining manageable complexity.
3Reliability
If users must restate their purpose and authenticate before calling agents, then security and proper routing are ensured, but user frustration and communication delays increase
Solution Approach 1:
Authentication and context capture are performed as preliminary actions during the chatbot interaction phase, before the call is initiated. The communication system stores this pre-validated user information and uses it during call routing, ensuring both security and convenience without requiring users to repeat authentication or purpose statement.
Solution Approach 2:
The system implements feedback loops where user context from chat interactions is continuously captured, processed, and used to inform subsequent communication routing decisions. This feedback mechanism ensures that routing accuracy is maintained while improving user convenience by eliminating redundant information provision.
4Adaptability or versatility
If multiple communication modes are supported, then user preference and flexibility are improved, but system complexity increases
Solution Approach 1:
The communication system serves as an intermediary layer that manages multiple communication modes without requiring the underlying chatbot or agent systems to directly handle mode complexity. It receives requests in various modes, determines appropriate modes through mode determination, matches them through mode matching, and routes them accordingly, thereby providing flexibility while containing system complexity within the communication layer.
Data Source
AI summary
Methods and systems for facilitating communication sessions between multiple communication points. The method includes receiving a communication request from a first user device associated with a first user, through a first communication point. The first communication point may be enabled with a context-to-call (C2C) feature. The method further includes determining a first communication mode selected by the first user device through the first communication point. The method includes identifying a second communication mode selected by a second user device associated with a second user. The method further includes processing the communication request based, at least in part, on a matching between the first communication mode and the second communication mode. The method further includes transmitting the communication request from the first user device to the second user device. The method includes initiating a communication session based on the processing step.