Decentralized Call Initiation via User Terminal Audio Routing
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Solution Overview
Problem
Conventional automated call initiation systems using centralized dialers are expensive and cause delays due to unnatural call initiation, as they initiate calls before agents are ready, leading to pauses when connecting with live persons.
Innovation Solution
A decentralized system where user terminals initiate calls and perform call status determination, sending audio information from the destination to the agent concurrently, allowing immediate agent response and eliminating the need for expensive centralized dialers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a centralized automated dialer initiates calls before agents are ready, then call readiness for agents is improved, but call naturalness and customer satisfaction deteriorate due to delays when connecting with live persons
Solution Approach 1:
The patent segments the centralized dialing function into distributed components at each user terminal. Each terminal independently performs call initiation, status determination, and audio routing without relying on a central controller, thereby eliminating the inherent delays of centralized systems while maintaining automated dialing capabilities.
Solution Approach 2:
The system performs preliminary actions by pre-establishing audio pathways and pre-determining call status before full agent connection is required. Audio information is routed to agents in advance, and call status is determined concurrently with agent availability, allowing seamless connection without delays.
2Extent of automation
If a centralized automated dialer is used to manage calls, then call management capability is improved, but system cost deteriorates due to expensive centralized infrastructure
Solution Approach 1:
The patent extracts the call management automation functionality from the centralized dialer and implements it locally at each user terminal. This eliminates the need for expensive centralized infrastructure while preserving automated call initiation, status determination, and routing capabilities through software-based solutions.
Solution Approach 2:
The system replaces expensive, permanent centralized dialer hardware with inexpensive, software-based automated calling functionality that can be deployed on standard user terminals. This approach uses readily available, low-cost computing resources to achieve the same automation objectives.
3Speed
If calls are initiated by an automated dialer rather than an actual agent, then automated call initiation speed is improved, but call quality and customer experience deteriorate due to unnatural initiation
Solution Approach 1:
The patent merges the automated call initiation capability with the actual agent's user terminal, combining the speed benefits of automation with the quality benefits of human-initiated calls. The agent's terminal both initiates the call automatically and maintains control throughout the interaction, eliminating the disconnect between automated initiation and human execution.
Data Source
AI summary
Apparatus, systems, and methods for communication analysis and handling, such as automated analysis and handling of telephone calls. In some implementations, the method may comprise initiating a first communication to a destination using a first communication line, performing an analysis on the first communication, and sending a communication signal generated at the destination to a first agent. The communication signal may comprise a live communication signal, and the step of sending the communication signal to the first agent may be performed concurrently with the analysis on the first communication such that the agent may thereby be able to monitor the communication and assume a natural response to the person without unnatural delay as the communication begins.