Conveyor Call Center With Cryptographic Ledger And Background Noise Masking
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Solution Overview
Problem
Call centers face inefficiencies when handling phone calls, as operators need to attend to multiple callers and handle time-consuming interactions, leading to potential mistrust from customers who prefer interacting with human operators over computers.
Innovation Solution
An operator conveyor system that seamlessly transitions callers between human operators while providing internet-based information, using background noise and AI-driven canned responses to mask the transition and automate responses, while maintaining a ledger for call records.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If operators attend to multiple phone calls manually, then customer service coverage is improved, but operator workload and interaction time increase
Solution Approach 1:
The system segments the call handling process into distinct phases: live operator interaction phases and automated computer processing phases. During automated phases, the caller is placed on hold with background noise playing, allowing operators to be transferred to other calls without interruption to the customer experience.
Solution Approach 2:
The system introduces an intermediary automated computer system that handles information retrieval and processing tasks between operator and caller. This intermediary performs database lookups, result verification, and summary generation, allowing operators to focus solely on communication while maintaining high productivity.
2Productivity
If operators are transferred between calls, then call center efficiency is improved, but customers may notice transitions and lose trust
Solution Approach 1:
The system performs preliminary actions during hold periods by pre-fetching information, preparing response summaries, and verifying results before the operator returns to the call. This ensures that when the operator re-engages, all necessary information is ready, making the transition imperceptible to the customer.
Solution Approach 2:
The system creates and maintains a cryptographic ledger copy of all interaction data, verification results, and call summaries. This ledger serves as a trusted record that can be verified independently, maintaining customer confidence even when human operators are temporarily replaced by automated systems.
3Productivity
If automated computer systems handle customer interactions, then operational efficiency is improved, but customer preference for human interaction is lost
Solution Approach 1:
The system dynamically switches between automated computer handling and human operator handling based on the interaction phase. During information retrieval and verification, automated systems provide high efficiency. During communication and relationship-building phases, human operators provide preferred interpersonal interaction. This dynamic switching optimizes both efficiency and customer satisfaction.
Data Source
AI summary
A system of handling callers, uses a computer, that receives a call, assigns an operator to handle the call, and automatically recognizes at least one aspect of a voice from a caller, and automatically forms a response to be given to the caller. The caller is prevented from knowing they are speaking with a computer by receiving responses from multiple different similar sounding operators. The computer providing sound to the caller which interferes with the caller being able to determine that the caller has been placed on hold from the operator, e.g., an average of multiple people talking in the background. The computer also maintains a ledger of the call, where the ledger includes information about recognized voice from the caller, and responses which were given to the caller, for each of a plurality of exchanges which occur during the call and distributes that ledger.