Customer Service Assistance Device Priority Management
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Solution Overview
Problem
Existing customer service systems face challenges in reducing wait times and associated customer dissatisfaction, particularly for emotional or complex inquiries, leading to prolonged wait times and potential service provider image deterioration.
Innovation Solution
A customer service assistance device that determines inquiry priority based on requirement information, stores identification information in standby lists, and displays priority information, allowing service personnel to respond to high-priority inquiries first, thereby reducing wait times and improving customer satisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If the number of inquiry service persons is increased to reduce wait time, then service quality is improved, but labor cost is increased
Solution Approach 1:
The patent segments inquiries into multiple priority levels (first priority, second priority, third priority, and fourth priority) based on customer emotion and inquiry characteristics. This segmentation allows the system to manage multiple inquiries efficiently without requiring proportional increases in service personnel, as automated priority classification directs work flow to available staff.
Solution Approach 2:
The system performs automated priority determination using analysis of customer emotion and inquiry content characteristics. This self-service capability reduces the need for manual assessment by service personnel and enables more efficient utilization of existing staff resources, thereby reducing wait times without proportionally increasing labor costs.
2Ease of operation
If inquiries are responded to in order of occurrence, then processing simplicity is maintained, but customer satisfaction decreases for emotional or complex inquiries
Solution Approach 1:
The patent changes the parameter of inquiry processing from simple chronological order to priority-based order. Priority is determined by analyzing customer emotion (emotional vs. non-emotional) and inquiry characteristics (complex vs. simple). This parameter change maintains operational simplicity through automated classification while significantly improving customer satisfaction by ensuring emotional and complex inquiries receive timely attention.
3Productivity
If wait time for emotional inquiries is prolonged, then service coverage is maintained, but customer emotion worsens and service provider image decreases
Solution Approach 1:
The system performs preliminary analysis of customer emotion and inquiry characteristics to determine priority before service delivery. Emotional inquiries are identified and classified as high priority in advance, ensuring they are addressed promptly. This preliminary action prevents emotion deterioration by proactively identifying at-risk inquiries while maintaining overall service coverage through systematic priority management.
Data Source
AI summary
In the present disclosure, in order to reduce a decrease in a degree of customer satisfaction caused by wait time from an inquiry made by a customer to a response made by a service person, a customer service assistance device includes: a priority determination means for determining, based on requirement information indicating a requirement of an inquiry from a customer, a priority of a response to the inquiry; a list control means for storing identification information of the inquiry for which the priority is determined in a standby list according to the determined priority, the standby list being a list of the identification information of the inquiry awaiting a response, from among standby lists provided for each of the priority; and a display control means for causing a display means to display a screen providing priority information indicating the identification information stored in each of the standby lists.