Dynamic Call Diversion via SMS Link and Mobile App
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Solution Overview
Problem
Contact centers face challenges in providing a cost-effective and seamless customer experience, as callers often get stuck in voice-based IVR systems, leading to increased operational costs and frustrating interactions.
Innovation Solution
The system dynamically diverts calls to mobile applications, using a customizable dialer and SMS links to transition callers seamlessly from voice to web channels, maintaining context and authentication, thereby reducing voice traffic and enhancing customer interaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If callers use voice-based IVR systems, then customer service can be provided, but operational costs increase and customer experience deteriorates
Solution Approach 1:
The patent introduces an intermediary system that detects mobile device presence during calls and automatically transitions the interaction from voice-based IVR to web-based mobile application. This intermediary mechanism bridges the gap between traditional voice service and modern digital service, enabling seamless channel switching that reduces operational costs while maintaining service reliability.
Solution Approach 2:
The system dynamically switches the communication channel based on real-time detection of mobile device presence. The interaction mode transitions from static voice-based IVR to dynamic web-based mobile application, allowing the system to adapt to customer preferences and reduce operational costs by routing appropriate interactions to the more efficient digital channel.
2Reliability
If callers use voice-based IVR systems, then customer service can be provided, but customer experience worsens due to frustrating interactions
Solution Approach 1:
The intermediary system detects when a customer is using a mobile device during a call and automatically provides a link to transition to the mobile application. This mediator improves ease of operation by allowing customers to switch to a more intuitive visual interface without hanging up or navigating complex voice menus, thereby enhancing overall customer experience while maintaining service capability.
Solution Approach 2:
Instead of requiring customers to navigate voice-based IVR menus and then potentially transfer to an agent, the system inverts the approach by proactively offering the mobile application interface during the call. This inversion allows customers to access visual menus and self-service options more easily, improving ease of operation while the system maintains full service capability.
3Loss of energy
If calls are diverted to mobile applications, then operational costs decrease, but system complexity increases
Solution Approach 1:
The patent employs an intermediary detection mechanism that identifies mobile device presence and manages the transition process. This intermediary layer handles the complexity of coordinating between voice calls and mobile applications, including authentication context transfer and session management, thereby enabling cost-effective digital channel routing without requiring complete system redesign.
Solution Approach 2:
The system achieves multi-functionality by integrating both voice-based IVR and web-based mobile application capabilities within a single unified platform. This universal system can handle interactions through multiple channels (voice and digital) while sharing common backend infrastructure, authentication mechanisms, and session management, thereby reducing operational costs without proportionally increasing system complexity.
4Ease of operation
If calls are diverted to mobile applications, then customer experience improves, but authentication and context maintenance become more difficult
Solution Approach 1:
The system performs preliminary authentication and context capture during the voice call phase before transitioning to the mobile application. By establishing authentication credentials and session context in advance, the system eliminates the need for customers to re-authenticate when switching channels, thereby improving ease of operation while managing authentication complexity through proactive preparation.
Solution Approach 2:
The intermediary system manages the complex task of transferring authentication context and session state between voice and digital channels. This mediator handles token generation, credential verification, and context preservation, shielding customers from authentication complexity while enabling seamless transitions that improve ease of operation and overall customer experience.
Data Source
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AI summary
A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.