Contextual Communication System for Seamless Agent Handoffs
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Solution Overview
Problem
Existing communication systems face challenges such as customers having to navigate phone trees and re-submit information when transferred or connected to different agents, leading to inefficiencies and frustration in customer support interactions.
Innovation Solution
A system and method for contextual communication that enables the sharing and transfer of information, state, and capabilities between communication sessions, allowing for synchronized interactions across different modes and channels of communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional phone tree navigation and agent transfer systems are used, then basic communication functionality is maintained, but customers experience frustration and inefficiency due to having to re-submit information
Solution Approach 1:
The system performs preliminary actions by capturing and storing customer information during initial interactions (web forms, email submissions, chat sessions) before the customer needs to call. This pre-captured data is then automatically retrieved and made available to agents during phone calls, eliminating the need for customers to re-submit information and improving both efficiency and convenience
Solution Approach 2:
The patent introduces a media intelligence platform as an intermediary system that bridges multiple communication channels (web, email, chat, phone). This platform acts as a mediator that consolidates information from various sources and makes it accessible across different communication modes, allowing seamless information transfer without requiring customer intervention
2Adaptability or versatility
If multiple communication channels are integrated, then information sharing between sessions is enabled, but system complexity increases
Solution Approach 1:
The media intelligence platform is designed as a universal system that handles multiple communication channels (web forms, email, chat, voice calls) through a single unified architecture. This multi-functional platform consolidates what would otherwise require separate systems for each channel, managing information flow across all channels through one cohesive system that reduces overall complexity
Solution Approach 2:
The system creates information copies across different communication channels and sessions. When customer information is captured in one channel (e.g., web form), the system automatically creates and distributes copies to other channels (email, chat, phone systems), ensuring information availability without requiring complex real-time synchronization mechanisms
3Loss of information
If customer information is captured and stored across sessions, then contextual continuity is improved, but data management complexity increases
Solution Approach 1:
The patent merges information from multiple communication sessions and channels into a single consolidated customer profile or context record. Instead of managing separate data stores for each channel (web, email, chat, phone), the system combines all information into one unified repository, simplifying data management while ensuring complete information retention across sessions
Solution Approach 2:
The system implements feedback mechanisms where information captured in one session automatically feeds into subsequent sessions. When a customer interacts through any channel, the system provides feedback by retrieving and presenting relevant historical information to agents, ensuring contextual continuity without requiring complex manual data management processes
Data Source
AI summary
A system and method for facilitating contextual communications that includes creating a contextual resource that is initially associated with at least at first communication session; receiving an incoming communication request and establishing a second communication session; associating the second communication session with the contextual resource; setting contextual information of the contextual resource; performing at least one contextual communication action.