In-band Expert Patching for Call Center Routing
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Solution Overview
Problem
Conventional call center routing systems, such as Avaya Call Center Automatic Call Distributor, are inefficient in providing real-time expert assistance to agents handling customer calls, leading to prolonged hold times and reduced customer satisfaction due to the inability to integrate multiple inputs in-band without interrupting the call.
Innovation Solution
A just-in-time in-band expert intervention system interconnected with an Automatic Call Distributor (ACD) that monitors calls, identifies subject matter, selects expert agents based on criteria, and patches them directly into ongoing calls without using separate lines, ensuring timely assistance without queuing customers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If conventional call center routing systems use separate lines for expert intervention, then expert assistance can be provided, but call duration increases and customer satisfaction decreases
Solution Approach 1:
The patent merges multiple communication inputs (caller, agent, and expert) into a single in-band communication channel. The expert agent joins the ongoing call on the same voice channel rather than using a separate line, allowing all participants to communicate simultaneously without requiring additional physical lines or conference bridges.
Solution Approach 2:
The system performs preliminary analysis of the ongoing call to identify when expert intervention is needed. The intervention processor continuously monitors call parameters and speech content, detecting situations requiring expert assistance before the agent requests help, enabling proactive rather than reactive intervention.
2Reliability
If conventional systems place callers in queue while adding expert agents, then expert assistance is available, but customer satisfaction decreases
Solution Approach 1:
The patent ensures continuous, uninterrupted communication between the caller and agent throughout the call. The expert agent is integrated into the existing voice channel without requiring the caller to be placed on hold or transferred to a queue, maintaining the continuity of the customer service interaction.
Solution Approach 2:
The intervention processor acts as an intermediary that seamlessly integrates the expert agent into the ongoing call. It manages the mixing of audio channels and coordinates the expert's participation without requiring the caller to interact with multiple separate systems or wait in queues.
3Reliability
If call centers train more agents to handle all subject matters, then service quality improves, but training costs increase
Solution Approach 1:
The patent creates a multi-functional call handling system where agents can handle various subject matters with the support of specialized expert agents. Rather than requiring every agent to be an expert in all areas, the system enables generalist agents to provide service while accessing specialist expertise when needed, making the overall system more versatile without proportionally increasing training requirements for each individual agent.
Data Source
AI summary
A system and method for providing customer-specific ongoing call center assistance with the aid of a digital computer are provided. A call is received from a caller in a call center and the caller is connected to an agent of the call center. The speech of at least one of the caller and the agent is monitored during the call. A subject matter of the call is determined based on the monitoring. One or more characteristics of the caller are obtained. The agent is identified as being in need of assistance. Expert selection criteria are obtained and weighed based on one or more of the characteristics of the caller. An expert agent is selected using the weighed expert selection criteria and the subject matter of the call. The selected expert agent is patched into the call.