Customer Service Controller for External Data Retrieval
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Solution Overview
Problem
Customer service call centers face challenges in accessing and delivering information about recent transactions located outside the call center to agents handling customer calls, which hinders efficient issue resolution and service delivery.
Innovation Solution
A system utilizing a customer service controller that automatically retrieves and aggregates customer and order information from external databases using identification data, enabling agents to receive detailed profiles and transaction details before calls, and allowing for secure verification and processing of requests, including order cancellations and technical support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If customer service call centers use traditional systems without external database integration, then system simplicity is maintained, but access to external transaction information is lost
Solution Approach 1:
The patent introduces a customer service controller as an intermediary component that bridges the call center system and external databases. The controller receives identification data from incoming calls, queries external databases for transaction information, and delivers the retrieved information to agents. This intermediary approach enables access to external information without requiring direct integration between the call center and multiple external databases, thus maintaining relative system simplicity while eliminating information loss.
2Productivity
If agents manually search for customer information during calls, then system complexity is reduced, but call handling time increases
Solution Approach 1:
The system performs preliminary actions by automatically retrieving and displaying customer information to agents before the actual customer call is established. When a call comes in, the controller immediately queries external databases using the caller's identification data and prepares transaction information in advance. This allows agents to have all necessary information ready before speaking with customers, eliminating the need for manual searching during calls and significantly reducing call handling time without sacrificing productivity.
3Loss of information
If the system retrieves detailed transaction information from external databases, then information completeness is improved, but data access security risks increase
Solution Approach 1:
The customer service controller implements a feedback mechanism that receives verification information from agents and uses it to control access to transaction data. The system retrieves detailed information from external databases only after receiving proper verification from authorized agents. This feedback loop ensures that complete transaction information is made available to agents who need it for resolving customer issues, while maintaining security by requiring verification before data access. The controller acts as a controlled gateway that balances information completeness with security requirements.
Data Source
AI summary
Information about a request from a caller is provided in a customer service call center. In one embodiment, a customer service processor selects an agent based on the type of request and routes the call to the agent. The types of requests including one or more of cancelling all orders by a firm, canceling all orders by a trader, cancelling specific orders by a trader for more than one product, cancelling orders by more than one trader for a specific product, cancelling individual orders, changing the quantity of an individual order, and changing the quantity of a set of orders for a trader or a firm. Statistics may be collected regarding the call and stored for later use in a database.