Distributed Support Agent Routing via Mobile Video Chat
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Solution Overview
Problem
Traditional customer support systems face challenges in efficiently utilizing subject matter experts (SMEs) located in retail or business establishments for providing support services, as they are often limited by geographical constraints and lack integration with remote support operations, leading to suboptimal customer service and increased costs.
Innovation Solution
A service center system that enables SMEs to provide live support services via mobile applications, allowing them to communicate with customers through various channels (voice, chat, video) regardless of their location, and integrates with a self-support knowledge base and agent management system to route support requests to available experts based on skill sets and availability.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional contact centers route all support requests to a centralized location with limited agents, then the system can maintain centralized control, but the service level deteriorates due to agent shortages and geographical constraints
Solution Approach 1:
The patent transitions from a two-dimensional physical contact center to a three-dimensional distributed network where agents can be located anywhere (home offices, retail stores, mobile devices). This spatial dimensionality change enables unlimited agent deployment without physical space constraints, resolving the contradiction between centralized control and service level.
Solution Approach 2:
The patent introduces a communication network as an intermediary between customers and agents, replacing the need for physical proximity. This intermediary enables agents to access customers through multiple channels (phone, email, chat, video) from any location, maintaining service quality while eliminating geographical constraints.
2Productivity
If contact centers hire more agents to handle high call volumes, then the service level improves, but the cost increases due to staffing requirements
Solution Approach 1:
The patent implements dynamic agent deployment where agents can be deployed wherever needed (retail stores, home offices, mobile) rather than being fixed in a centralized location. This dynamic distribution allows the system to scale agent capacity according to demand without increasing overall staffing numbers, as agents can handle multiple customers simultaneously through various communication channels.
Solution Approach 2:
The patent enables agents to perform multiple functions by accessing customers through various communication channels (voice, email, chat, video) from any location. This multi-functionality allows a single agent to serve multiple customers concurrently, increasing call handling capacity without proportionally increasing the number of agents required.
3Quantity of substance
If contact centers outsource to offshore locations, then costs are reduced, but the quality of support deteriorates due to lack of local knowledge
Solution Approach 1:
The patent enables agents to be located at or near customers (retail stores, home offices) to provide locally relevant support while maintaining cost efficiency. Agents can access local customer contexts and product knowledge while being connected to the centralized support system, combining local quality with cost-effectiveness through distributed deployment rather than traditional offshore outsourcing.
Data Source
AI summary
According to one embodiment, a self-service system is to provide self-support knowledgebase (KB) information to allow users to navigate the self-support KB. A monitor is to track user interaction with the self-support KB while a user navigates through the self-support KB. A support service system is to receive a request from the first mobile device of the first user to request a live support service and in response to the request, the support service system is to identify a set of skills required to handle the first product currently navigated by the user. An agent manager to select a support agent having a skill set satisfying the identified skill set. A communications and routing system coupled to the support service system to establish session video chat communications session between the mobile devices of the user and the selected agent.