Dynamic Message Content System for Call Center Hold Queues
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Solution Overview
Problem
Conventional call centers face inefficiencies and caller dissatisfaction due to fixed content loops for callers on hold, which cannot be adjusted in real-time to match varying wait times, leading to repetitive or incomplete information delivery.
Innovation Solution
A dynamic message content system that uses a message database and processor to assemble and modify voice-based messages in real-time based on estimated wait times, ensuring cohesive and effective communication by adjusting message length and content according to changing wait times.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If fixed duration looped content is provided to callers on hold, then the call center can provide continuous content playback, but the content cannot be adjusted in real-time to match varying wait times, leading to caller dissatisfaction and resource inefficiency
Solution Approach 1:
The system dynamically adjusts the content playback duration and selection based on real-time wait time estimates. The processor determines which portions of content to provide and when to transition between different content segments, allowing the content delivery system to adapt flexibly to varying caller wait times rather than using fixed looped playback.
Solution Approach 2:
The system changes the temporal parameters of content delivery by adjusting playback duration, selecting specific content segments, and modifying transition timing based on wait time estimates. This allows the same content library to be delivered in different configurations suited to different wait time scenarios.
2Duration of action of stationary object
If the same looped content is repeated to callers spending long time on hold, then continuous content playback is maintained, but the caller becomes frustrated or loses interest
Solution Approach 1:
The content library is divided into multiple discrete content segments that can be selectively played. Instead of repeating the same looped content, the processor selects from various segments based on wait time estimates, ensuring variety and maintaining caller engagement during extended hold periods.
Solution Approach 2:
The system implements periodic transitions between different content segments based on wait time estimates. Rather than continuous repetition of a single loop, the processor periodically selects and plays different content portions, creating a varied listening experience that reduces caller frustration.
3Ease of manufacture
If fixed content loops are used for short wait times, then the system structure is simple, but the caller hears only part of the content and the advertisement becomes ineffective
Solution Approach 1:
The processor selectively plays only the necessary portions of content segments to deliver complete messages within the available wait time. Rather than playing fixed loops that may be incomplete, the system adjusts the extent of content playback to ensure message completeness while utilizing available time efficiently.
4Ease of operation
If real-time adjustment of content based on wait time is implemented, then caller satisfaction improves, but the system complexity increases
Solution Approach 1:
The processor automatically determines content selection and playback timing based on wait time estimates without requiring manual intervention. The system self-adjusts content delivery parameters based on real-time conditions, improving caller experience while maintaining automated operation.
Data Source
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AI summary
Methods and systems for providing dynamic messages to callers on hold are disclosed. In one such method, a telephone call is received into a queue and a first wait time is calculated which corresponds to a first estimated length of time expected to elapse before an agent is available to answer the telephone call. A plurality of message elements are assembled to create a message having a length approximately equal to the first wait time, and playback of the message is initiated. A second wait time is calculated during the playback of the message. The message is modified during playback to have a length approximately equal to the second wait time if the updated estimated length of time is different than the first estimated length of time. In various embodiments, the second wait time may be continuously calculated and the message may be continuously modified during playback.