Context-to-Call Contact Number Assignment for Communication Systems
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Solution Overview
Problem
Current contact center systems require users to manually copy numbers, navigate complex menus, and restate their issues, leading to inefficiencies and uncertainties in communication, which can deter customers and hinder business growth.
Innovation Solution
A computer-implemented method and server system that facilitates communication by assigning a dedicated context-to-call (C2C)-enabled contact number, allowing users to receive calls directly and enabling various communication modes through a single platform, including voice, video, and messaging, without the need for designated hardware.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users manually copy contact numbers and navigate complex menus to contact businesses, then communication can be established, but user time and effort are wasted
Solution Approach 1:
The system pre-generates and stores multiple contact numbers associated with a business before the user needs to contact them. When a user interacts with the business through any channel, the system automatically retrieves and provides the appropriate contact number, eliminating the need for users to manually search or navigate menus.
Solution Approach 2:
The system acts as an intermediary between the user and the business contact numbers. Instead of users directly searching for contact information, the system mediates by receiving user interaction data, determining the appropriate contact number, and presenting it to the user, thereby simplifying the contact process.
2Productivity
If users contact chatbots for assistance, then some queries can be answered, but accuracy is limited due to trained intents
Solution Approach 1:
The system incorporates feedback mechanisms where user interactions with chatbots are analyzed and fed back into the system. This feedback loop allows the system to learn from unresolved queries and improve its ability to route users to appropriate human agents or provide more accurate responses, thereby improving both productivity and reliability over time.
Solution Approach 2:
The system serves as an intermediary that bridges chatbot limitations and human agent capabilities. When chatbot responses are insufficient, the system automatically transitions the interaction to a human agent through the determined contact number, ensuring both efficiency for simple queries and reliability for complex issues.
3Ease of operation
If users dial contact numbers and traverse complicated menus, then they can reach an agent, but user uncertainty increases about message delivery
Solution Approach 1:
The system provides feedback to users confirming that their contact information has been successfully delivered to the intended recipient. After determining and providing the contact number, the system monitors whether the user successfully establishes contact and communicates this status back to the user, eliminating uncertainty about message delivery.
Solution Approach 2:
The system acts as an intermediary that not only provides contact numbers but also tracks and confirms delivery status. Instead of users guessing whether their contact attempt succeeded, the system mediates the entire process and provides definitive confirmation, reducing information loss and user anxiety.
4Adaptability or versatility
If contact centers implement omnichannel strategy with multiple technologies, then customer service improves, but system complexity increases
Solution Approach 1:
The system is designed as a universal platform that handles multiple communication channels (phone, email, chat, social media) through a single unified architecture. Instead of implementing separate systems for each channel, the system provides multi-functional capabilities that work across all channels, reducing overall system complexity while maintaining versatility.
Solution Approach 2:
The system merges multiple communication channel handlers into a single integrated platform. By combining the functionality of various communication technologies into one system that determines and manages contact numbers across all channels, the system reduces complexity while maintaining omnichannel adaptability.
Data Source
AI summary
Methods and systems for facilitating communication sessions between multiple communication points via a contact number. The method includes receiving a purchase request from a first user device, through a first communication point which is enabled with a context-to-call (C2C) feature. The method further includes facilitating displaying of a predetermined list of contact numbers on the first user device and receiving a contact number selected by the first user. The method also includes processing the purchase request based, at least in part, on receiving subscription fees. The method also includes assigning the contact number to a C2C-enabled account of the first user, as a dedicated C2C-enabled contact number, based, at least in part, on purchase request-processing step. The method also includes facilitating the C2C-enabled account of the first user to receive calls from second user(s), on the dedicated C2C-enabled contact number, based, at least in part, on C2C contact-assigning step.