Hybrid Callback System Biometric Authentication

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Solution Overview

Problem

Existing contact center systems are cumbersome for users due to complex voice prompt menus and exacerbate waiting times for clients seeking service representative connections.

Innovation Solution

A hybrid callback management system combining a callback cloud and an on-premise callback system, utilizing biometric authentication to streamline user verification and ensure redundancy against service outages or failures, allowing for efficient scheduling and execution of callbacks.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If voice prompt menus are used to channel callers to the appropriate service agent queue, then callers can be directed to the correct service representative group, but the process becomes time-consuming and exasperating for clients

Engineering Contradiction:

Improvecaller routing accuracyVSAvoidmenu navigation time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The patent extracts the authentication and queue selection process from the traditional voice menu system. Instead of requiring callers to navigate through layered voice prompts, the system captures biometric data (voice prints, facial recognition, or fingerprint) during the call and automatically determines queue assignment based on the biometric authentication result, eliminating the need for manual menu navigation while maintaining accurate routing

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The patent replaces the mechanical voice prompt menu system with a biometric authentication system. The automated voice recognition and biometric verification processes substitute for the manual menu navigation process, automatically identifying the caller's intent and routing them to the appropriate queue without requiring interaction with voice menus

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Reliability

If clients wait on-hold in queue for connection to a service agent, then they can be connected to the appropriate representative, but the waiting time exacerbates client frustration

Engineering Contradiction:

Improveconnection accuracyVSAvoidwaiting time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The patent performs preliminary biometric authentication and queue assignment before the client enters the traditional hold queue. The system captures biometric data, authenticates the caller, and pre-assigns them to the appropriate service queue in advance, allowing for more efficient queue management and reduced waiting time while maintaining accurate connection to the right representative

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent changes the parameter of queue management from traditional first-come-first-served hold queues to biometric-based priority queues. The system uses biometric authentication results to dynamically adjust queue parameters, such as priority level and estimated wait time, allowing authenticated callers to be connected more quickly while maintaining accurate routing to the appropriate service group

Inventive Principle:

Principle #35Parameter changes

3Adaptability or versatility

If a cloud-based callback system is implemented, then service scalability and flexibility are improved, but vulnerability to cloud service failures and premise outages increases

Engineering Contradiction:

Improvesystem scalabilityVSAvoidservice availability

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The patent implements beforehand cushioning by incorporating redundant callback management systems that can compensate for failures. The hybrid architecture includes both cloud-based and on-premise callback management capabilities, so if one system fails, the other can take over, providing a safety cushion against service interruptions and maintaining system availability

Inventive Principle:

Principle #11Beforehand cushioning (Prior cushioning)

Solution Approach 2:

The patent introduces an intermediary hybrid architecture that mediates between cloud-based and on-premise systems. This intermediary layer allows the system to switch between cloud and on-premise callback management depending on availability, providing flexibility and scalability while protecting against complete system failure by maintaining multiple pathways for callback execution

Inventive Principle:

Principle #24Intermediary (Mediator)

Applied Scientific Principles

This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.

Function Achieved in This Case

This system reduces user frustration by simplifying the callback process through transparent authentication and ensures service reliability by introducing redundancies, thereby minimizing waiting times and improving overall customer satisfaction.

Implementation Method 1

generate a voice ID from the obtained plurality of voice utterances, the voice ID being based on the biometric authentication request relating to the identity of a user of the device

Methodology Applied

Scientific EffectVoice biometric authentication:

Data Source

PatentUS11792324B2System and method for hybrid callback management with transparent user authentication

Publication Date: 2023.10.17 MEDALLIA INC

AI summary

A system and method for hybrid callback management with transparent user authentication, utilizing a callback cloud and an on-premise callback system, allowing users to be verified via his or her biometrics, and also allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.