CRM Chat System Expert Routing and Access Control
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Solution Overview
Problem
In customer support settings, agents often face situations where they lack the necessary training or access rights to resolve customer issues, leading to inefficiencies and ineffective assistance from physically present but untrained or busy experts.
Innovation Solution
A CRM communication system allows remote experts with additional training and access rights to assist agents through a chat-based interface, enabling remote access to customer accounts and the option for experts to take control of the agent's system for training purposes, while routing requests based on expertise, language, and idle time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If an expert or superior physically moves among agents to provide assistance, then agents can receive face-to-face guidance, but time is wasted in transit and experts may be idle when physically separated from needed groups
Solution Approach 1:
The patent replaces the mechanical system of physical movement with an electronic communication system. Experts provide assistance through a digital interface that allows real-time communication and screen sharing without physical displacement. This substitution eliminates transit time while maintaining the ability to provide hands-on guidance through virtual presence.
Solution Approach 2:
The system introduces a communication platform as an intermediary between agents and experts. This intermediary enables direct connection and knowledge transfer without requiring physical proximity, allowing experts to assist multiple agents simultaneously across different locations while eliminating the need to physically move between them.
2Reliability
If experts physically assist specific groups of agents, then personalized guidance can be provided, but experts may be inundated with requests from one group while idle when separated from other groups
Solution Approach 1:
The communication system enables experts to serve multiple functions simultaneously - they can assist multiple agents across different groups at the same time through virtual channels. The expert's knowledge and guidance become universally accessible to any agent who needs it, regardless of physical location or group assignment, maximizing expert utilization while maintaining personalized assistance quality.
Solution Approach 2:
The system transitions from one-dimensional physical presence to multi-dimensional virtual presence. Experts can simultaneously engage with multiple agents in different spatial locations through the digital interface, effectively adding temporal and spatial dimensions to their assistance capacity. This allows experts to maintain high utilization rates while providing tailored guidance to multiple agents concurrently.
3Productivity
If agents with limited training handle customer accounts, then basic tasks can be performed, but complex situations cannot be effectively resolved due to insufficient access rights or knowledge
Solution Approach 1:
The system introduces a communication platform as an intermediary that connects agents with experts in real-time. When agents encounter complex situations beyond their training, they can instantly access expert knowledge through the platform, ensuring high-quality resolution while maintaining the agent's ability to handle basic tasks independently.
Solution Approach 2:
The system implements a feedback mechanism where agents can request assistance and receive guidance from experts on complex issues. This feedback loop enables agents to maintain productivity by handling routine tasks while ensuring reliable resolution of complex situations through expert input, creating a scalable knowledge transfer system.
Data Source
AI summary
Various arrangements are presented for allowing a remote expert to assist a customer relationship management (CRM) agent. A CRM system may present details about an accessed customer account and an option to remotely contact an expert, wherein the expert has more access rights to a CRM communication system than the CRM agent. A request to contact the expert and a selection of a subject matter from a plurality of subject matters may be received. The request may be routed to the expert based on expert routing rules enforced by the CRM communication system. A chat communication session with the expert may be initiated. The expert CRM client system may be caused to access the customer account. Details about the accessed customer account and a chat interface to communicate with the CRM agent may be output.