Digital Service Interface for Contact Center Device Identification

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Solution Overview

Problem

Current contact center systems face challenges in efficiently identifying registered devices and routing customers to appropriate agents without requiring customers to manually provide device information, leading to poor customer experience, inefficiency, and missed sales opportunities due to technical limitations in product identification and resource allocation.

Innovation Solution

Implementing a digital service interface that receives event data from registered devices, determines resource requirements, and generates routing information to establish communications sessions between user devices and agent devices without needing customers to provide device information, using connected-machine initiated routing and proactive interaction capabilities.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If customers manually provide device information to contact centers, then agents can identify registered devices, but customer experience deteriorates and call handling time increases

Engineering Contradiction:

Improvedevice identification accuracyVSAvoidcall handling time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system performs preliminary actions by automatically identifying registered devices and determining resource requirements before the customer call is routed to an agent. Event data from devices is pre-processed and stored, so when a customer calls, the identification and routing decisions are already prepared, eliminating the time-consuming manual information provision step while maintaining accurate device identification.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system enables self-service by allowing devices to automatically provide their own identification information through event data transmission. The device state and identification are self-reported to the contact center without requiring customer intervention, thus reducing call handling time while ensuring accurate device identification.

Inventive Principle:

Principle #25Self-service

2Reliability

If contact centers require customers to provide device information, then agents can access registered device profiles, but customer experience and efficiency deteriorate

Engineering Contradiction:

Improvedevice profile accuracyVSAvoidcustomer interaction simplicity

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

Devices automatically transmit their own identification information and state data to the contact center without requiring customer input. This self-service mechanism ensures reliable device profile accuracy while maintaining ease of operation, as customers simply need to call without providing any additional device information.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The contact center system acts as an intermediary that automatically matches customer calls with registered device profiles using event data and routing information. This intermediary process ensures accurate device profile access while shielding customers from the complexity of providing device information, thus maintaining ease of operation.

Inventive Principle:

Principle #24Intermediary (Mediator)

3Reliability

If manual device identification processes are used, then agents can resolve events, but productivity and first contact resolution decrease

Engineering Contradiction:

Improveevent resolution accuracyVSAvoidagent productivity

Core Design Contradiction:

ReliabilityVSProductivity

Solution Approach 1:

The system performs preliminary actions by pre-determining resource requirements and preparing routing information based on event data before calls are routed to agents. This allows agents to immediately access relevant device profiles and event information, ensuring accurate event resolution while significantly improving productivity by eliminating manual identification steps.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system implements feedback mechanisms where device event data continuously informs the contact center about device state and requirements. This feedback loop ensures that agents receive accurate, up-to-date information for event resolution, maintaining reliability while improving productivity through automated information delivery.

Inventive Principle:

Principle #23Feedback

4Productivity

If automated routing based on event data is implemented, then routing efficiency improves, but system complexity increases

Engineering Contradiction:

Improverouting efficiencyVSAvoidcontact center system complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system applies segmentation by dividing the automated routing function into distinct modular components: event data collection from devices, event data processing and matching, routing information generation, and call routing execution. This segmentation improves routing efficiency while managing system complexity through modular design, allowing each component to be developed and maintained independently.

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS10673954B2Digital service interface

Publication Date: 2020.06.02 GENESYS CLOUD SERVICES INC

AI summary

A state of a registered device that is different from a user device may be determined by a digital service interface. First event data that includes an identification of the registered device and the state of the registered device may be transmitted to the contact center by the digital service interface. Second event data that includes the state of the registered device and information that enables the user to establish the communications session with the contact center may be provided to a user of the user device.