Automated Context Transfer in Call Routing Systems
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Solution Overview
Problem
Current automated call routing systems in call centers are inefficient due to the need for customers to navigate through menus and provide detailed information about their technical issues, which can lead to frustration and inaccuracies, especially when customers are unaware of recent application context.
Innovation Solution
A system that automatically transfers contextual history of a user's recent activities to help desks during call initiation, using logs and application programming interfaces to mine relevant data and append it to session initiation protocol signaling messages, enabling intelligent call routing and efficient technical assistance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If automated call routing systems use menu navigation and customer-provided information gathering, then call routing can be automated, but customer frustration increases and information accuracy decreases
Solution Approach 1:
The system performs preliminary actions by automatically gathering contextual information from application logs and user activity data before the call is even initiated. This pre-collection of diagnostic information eliminates the need for customers to navigate menus and provide detailed technical information during the call, thereby maintaining automation while improving ease of operation.
Solution Approach 2:
The patent introduces an intermediary component that acts as a bridge between the customer's application environment and the call routing system. This intermediary automatically captures contextual data (logs, registry information, application state) and transmits it to the call center, allowing automation without requiring direct customer interaction for information gathering.
2Measurement precision
If customers are asked to provide detailed technical information during calls, then troubleshooting accuracy may improve, but call handling time increases
Solution Approach 1:
The system performs preliminary data collection by automatically gathering application logs, system registry information, and user activity data before the call occurs. This pre-collection ensures that complete and accurate diagnostic information is already available when the call is initiated, eliminating the time-consuming process of gathering this information during the call while maintaining high diagnostic accuracy.
Solution Approach 2:
The system implements self-service by enabling the customer's computer environment to automatically generate and transmit its own diagnostic information (logs, configuration data, application state) without requiring customer intervention. The customer simply initiates the call, and the system autonomously provides all necessary technical details, thereby reducing call handling time while preserving diagnostic precision.
3Loss of information
If support personnel manually transcribe customer-provided information, then complete information recording is achieved, but transcription time and resource consumption increase
Solution Approach 1:
The system implements self-service by automatically generating complete information records through automated logging and data capture mechanisms. Application logs, system registry data, and user activity information are automatically recorded and transmitted to support personnel, eliminating the need for manual transcription while ensuring complete and accurate information capture. This dramatically improves support personnel productivity while maintaining information completeness.
Solution Approach 2:
The patent replaces the mechanical process of manual transcription with an automated electronic data capture and transmission system. Instead of support personnel manually writing down or typing customer-provided information, the system electronically collects, structures, and transmits complete diagnostic data automatically, thereby eliminating transcription time and resource consumption while maintaining full information completeness.
4Ease of operation
If voice recognition systems are used for automated routing, then menu navigation can be simplified, but understanding of spoken responses remains limited
Solution Approach 1:
The system performs preliminary actions by automatically gathering contextual information from application logs and system data before voice recognition is even attempted. This pre-collected information provides reliable diagnostic data that does not depend on the accuracy of voice recognition, thereby maintaining ease of operation through simplified menu navigation while ensuring reliability through automated data collection that is independent of speech interpretation limitations.
Data Source
AI summary
Methods and systems are provided for associating contextual data with communication sessions, in particular in technical help desk scenarios. A context logger service running on a central server or on an individual computing device is used to create a log of application specific, often ephemeral, contextual data for a plurality of applications running one or more systems that are in communication with the context logger service across one or more networks. When a communication session between an initiating entity and a receiving entity to request assistance regarding a subject application running on one of the systems is initiated, and if the communication session is deemed to be a candidate for the automatic association of such context data, at least a portion of the application specific contextual data contained in the log is associated with the communication session and delivered to the receiving entity. The receiving entity uses the associated application specific contextual data to provide the requested assistance, or otherwise improve the operations at the receiving entity.