Self-Service Decision Tree Routing to Human Agents
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Solution Overview
Problem
Automated telephone-based customer support systems often lead to frustration due to unsuccessful IVR interactions and long wait times during peak periods, necessitating a system that seamlessly transitions from self-service to agent-assisted service.
Innovation Solution
A system and method that supports self-service interactions through a decision tree navigation, allowing users to initiate agent-assisted service sessions by communicating relevant data to agent computers, facilitating smooth transitions from self-service to human agent assistance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If automated telephone-based customer support systems (IVR) are used to handle calls, then self-service capability is improved, but user frustration increases due to unsuccessful interactions and long wait times
Solution Approach 1:
The system introduces a web-based self-service portal as an intermediary between the automated telephone system and human agents. This web portal provides a more effective self-service interface while maintaining the ability to escalate to human support when needed, thus reducing user frustration while preserving automation benefits
Solution Approach 2:
The system dynamically transitions between different service modes (telephone IVR, web self-service, and human agent assistance) based on user needs and system capabilities. This dynamic adaptation allows users to move from automated systems to more effective channels when frustration arises, resolving the contradiction between automation and ease of operation
2Adaptability or versatility
If complex menu structures are implemented in auto attendant systems to handle various issues, then service coverage is improved, but system complexity increases
Solution Approach 1:
The system moves the self-service interface from the traditional telephone dimension to a web-based dimensional platform. This allows for more intuitive graphical interfaces, better information presentation, and simplified navigation while maintaining comprehensive service coverage across multiple issues
Solution Approach 2:
The service system is segmented into distinct channels (telephone IVR for basic routing, web portal for detailed self-service, and human agents for complex issues). Each segment handles specific types of interactions, reducing the complexity of any single interface while maintaining overall service versatility
3Loss of information
If computer-based customer support systems are used to provide broader automated information, then information availability is improved, but wait times may increase during peak periods
Solution Approach 1:
The web-based self-service portal provides comprehensive information and self-service capabilities in advance, allowing users to resolve issues without waiting for human agents. Common tasks can be completed immediately through automated web interfaces, reducing wait times while maintaining high information availability
Data Source
AI summary
A method and system support an interaction of a user with a self service application via a self service access terminal, which may be a mobile device. The user employs the self service access terminal to navigate a decision tree associated with the self service application. When the user reaches a point in the decision tree which indicates that an agent-assisted service session should be initiated between the user and a human agent, the voice call may be initiated and data associated with the interaction with the self service application is communicated to an agent computer which displays the data to the human agent who handles the voice call. The data may include user data, environmental data, line-of-business data pertaining to the user, and/or data indicating the path on the decision tree which the user traversed prior to the voice call.