Customer Care Communication Channel Establishment via Visual Interface
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
In customer care environments, users often face frustration due to lengthy interactions with interactive voice response systems (IVRS) where multiple options can lead to confusion and increased waiting times, negatively impacting customer satisfaction and operational efficiency for customer care helpdesks.
Innovation Solution
A method and system that enables computing devices to receive numerical inputs from customers, compare them with pre-stored datasets containing contact numbers and workflows, and render options on a user interface, allowing customers to select preferences for services, thereby establishing a direct communication channel with customer care agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If users interact with traditional IVRS systems by listening to multiple options, then the system can provide comprehensive service options, but the user experience deteriorates due to confusion and increased waiting time
Solution Approach 1:
The system pre-displays all available service options and their descriptions on the user's device screen before the user needs to make a selection. This allows users to review options in advance at their own pace, eliminating the need to listen to repeated voice menus and reducing confusion while maintaining comprehensive service coverage
Solution Approach 2:
The patent transitions the interaction from a single-dimensional audio interface (IVRS voice options) to a multi-dimensional interface by adding visual display on the user's device screen. This allows simultaneous presentation of multiple options with descriptions, enabling users to process information spatially rather than temporally, thus reducing waiting time while maintaining option versatility
2Adaptability or versatility
If traditional IVRS systems provide multiple service options through voice menus, then service coverage is comprehensive, but device complexity increases leading to user confusion
Solution Approach 1:
The system segments the service options into individual display elements on the user's device screen, with each option presented as a separate, clearly defined choice with its description. This visual segmentation allows users to process each option independently rather than trying to remember multiple voice options, reducing cognitive load while maintaining comprehensive service coverage
Solution Approach 2:
The patent introduces the user's device screen as an intermediary between the IVRS system and the user. This intermediary visually presents service options with descriptions, acting as a buffer that simplifies the complex information from the IVRS system into easily digestible visual format, reducing user confusion while maintaining service comprehensiveness
3Adaptability or versatility
If IVRS systems require users to listen to and wait for multiple options, then all service possibilities can be presented, but customer satisfaction decreases
Solution Approach 1:
The system performs preliminary action by displaying all service options and descriptions on the user's device screen before interaction begins. Users can review available services in advance, make informed decisions, and select options without waiting through repeated voice menus, significantly improving ease of operation and customer satisfaction while maintaining service versatility
Solution Approach 2:
The patent enables self-service by allowing users to independently review service options and their descriptions on their own device screens at their own pace. Users can take their time to understand available services without being rushed by voice timing, making the interaction more user-friendly and satisfying while preserving comprehensive service possibilities
Data Source
AI summary
The disclosed embodiments illustrate method and system for establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer. The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent.