Coordinated Voice Data Communication System for Service Providers
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Solution Overview
Problem
Conventional methods for service providers, such as insurance companies, require manual input of customer information during calls, which is time-consuming, expensive, and prone to errors.
Innovation Solution
A communication system that enables the transmission of metadata and contextual information prior to, during, and after voice calls, allowing for automated data sharing and authentication, and providing customized menus to facilitate efficient data and voice communications, including synchronized many-to-many communication sessions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If manual input of customer information is used during calls, then service providers can obtain customer data, but the process becomes time-consuming and expensive
Solution Approach 1:
The system transmits contextual information and metadata to the service provider before the voice call is established. This preliminary data transmission includes customer information, account details, and relevant context, so that when the call connects, the service provider already has the information ready, eliminating the need for manual data entry during the call.
Solution Approach 2:
The communication system acts as an intermediary between the customer and service provider. It automatically transmits contextual information and metadata through the network infrastructure, mediating the information exchange so that data is delivered accurately and efficiently without requiring manual input by either party.
2Loss of information
If manual input of customer information is used during calls, then service providers can obtain customer data, but the process becomes expensive
Solution Approach 1:
The system enables self-service information transmission where contextual data and metadata are automatically exchanged between the customer device and service provider without requiring manual data entry operations. This automation eliminates the need for human operators to manually input information, significantly reducing operational costs.
Solution Approach 2:
The communication system serves as an automated intermediary that handles information transmission, reducing the need for human intervention and associated labor costs in the data collection process.
3Loss of information
If manual input of customer information is used during calls, then service providers can obtain customer data, but errors increase
Solution Approach 1:
The system replaces the mechanical process of manual data entry with automated electronic transmission of contextual information and metadata. This substitution eliminates human errors associated with typing, transcription, and data input, ensuring accurate and reliable information transfer.
Solution Approach 2:
The automated communication system acts as a reliable intermediary that ensures accurate transmission of customer information from the customer device to the service provider, eliminating the errors that occur during manual data entry processes.
Data Source
AI summary
Systems and methods for processing calls and data are described. A user interface is displayed on a communication terminal associated with a user, wherein the user interface includes: a menu item enabling the user to initiate a voice call with a specified entity and a menu item or form via which the user can provide contextual information relating to the voice call. Contextual information provided by the user is transmitted to the specified entity, optionally prior to the voice call being established between the specified entity and the user. A data session is established. A call request is received from the user. Contextual information provided by the user is provided for display to the specified entity. A voice session is established, including the establishment of the voice call between the specified entity and the user, while the contextual information is displayed to the specified entity.