Digital Assistant Call Queue Management by Expected Response Time
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Solution Overview
Problem
Users face a tedious process while waiting in call queues, listening to repetitive updates on their position and wait time, as they wait for a human representative to become available.
Innovation Solution
A digital assistant device detects the expected response time of a human representative and sets up or resumes the call at that time, allowing users to end their current call and engage in other activities, eliminating the need to listen to queue updates.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If users wait in call queues listening to queue updates, then they receive real-time information about their position and wait time, but they experience tedious waiting and cannot engage in other activities
Solution Approach 1:
The digital assistant performs preliminary actions by detecting queue information, determining expected response times, and scheduling call resumption before the user needs to reconnect. The system proactively monitors the queue status and prepares the call resumption in advance, freeing the user from continuous waiting.
Solution Approach 2:
The digital assistant acts as an intermediary between the call queue system and the user. It receives queue information from the telecommunication system, processes this information to determine expected response times, and manages the call resumption on behalf of the user, eliminating the need for the user to directly monitor queue updates.
2Loss of information
If users continuously monitor queue status, then they stay informed about wait time, but they cannot proceed with other tasks
Solution Approach 1:
The digital assistant provides self-service by automatically monitoring the call queue status, detecting queue information from voice indications, determining expected response times, and initiating call resumption without requiring any continuous user intervention. The system handles the entire queue monitoring and call management process autonomously.
Solution Approach 2:
The system implements feedback by detecting queue information from voice indications during the call, processing this information to determine expected response times, and using this feedback to schedule appropriate call resumption. The digital assistant continuously monitors queue status and adjusts the resumption timing based on real-time queue conditions.
3Ease of operation
If the digital assistant manages call queue automatically, then user convenience is improved, but system complexity increases
Solution Approach 1:
The digital assistant performs multiple functions within a single integrated system: it manages call queue monitoring, detects queue information from voice indications, determines expected response times, schedules call resumption, and notifies users. This multi-functionality consolidates what would otherwise require separate systems into one unified digital assistant platform.
Data Source
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AI summary
The present disclosure relates to a method of a digital assistant device (305) of managing a voice call established between a calling party (300) and a recipient (303), the voice call having been queued to await a response by a human representative (303a) of the recipient (303) of the voice call, and a digital assistant device (305) performing the method. In a first aspect, a method of a digital assistant device (305) of managing a voice call established between a calling party (300) and a recipient (303), the voice call having been queued to await a response by a human representative (303a) of the recipient (303) of the voice call, is provided. The method comprises detecting (S101), from a voice indication of the voice call, information indicating a point in time when the human representative (303a) of the recipient (303) is expected to be able to provide a response to the queued voice call, and setting (S102) the calling party (300) in contact with the recipient (303) at the determined point in time.