Hybrid Callback System with Biometric Authentication
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Solution Overview
Problem
Existing contact center systems are cumbersome for users due to complex voice prompt menus and lengthy waiting times while queuing for service representatives, with secondary queue systems only partially alleviating the inconvenience of waiting.
Innovation Solution
A hybrid callback management system combining a callback cloud and an on-premise callback system, utilizing biometric authentication to verify users and introduce redundancies for fault tolerance, allowing for efficient scheduling and execution of callbacks.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If a secondary queue system is implemented to reduce waiting time, then customer wait time is reduced, but the complexity of the system increases
Solution Approach 1:
The system is divided into two independent components: a cloud-based callback management system and an on-premise callback system. Each system handles callback requests independently, allowing the cloud system to reduce wait times while the on-premise system maintains local control and simplicity for specific use cases.
Solution Approach 2:
An intermediary layer is introduced that manages callback requests through multiple channels (cloud and on-premise systems). This intermediary coordination mechanism allows the system to benefit from both cloud scalability and on-premise reliability without requiring full integration of complex functionalities in a single system.
2Productivity
If cloud-based callback system is used to improve scalability, then system capacity increases, but reliability decreases due to potential cloud service failures
Solution Approach 1:
The system implements beforehand cushioning by deploying an on-premise callback system as a backup infrastructure before cloud service failures can occur. This local system ensures continuous operation and maintains reliability by providing an alternative execution path when cloud services become unavailable.
Solution Approach 2:
The system dynamically changes operational parameters by switching between cloud-based and on-premise execution modes based on service availability conditions. When cloud services are available, the system operates in high-capacity mode; when unavailable, it transitions to the on-premise system, maintaining reliability while adapting to changing conditions.
3Reliability
If biometric authentication is implemented to enhance security, then authentication reliability improves, but the time required for user verification increases
Solution Approach 1:
Biometric authentication data is collected and stored in advance during user registration or previous interactions. When a callback request occurs, the system performs preliminary matching against stored biometric templates, significantly reducing the time required for verification compared to traditional real-time biometric analysis.
Solution Approach 2:
The system creates and stores digital copies of biometric data (such as facial features, voice patterns, or fingerprint templates) during initial setup. These copied biometric profiles are then used for rapid comparison and authentication during callback requests, enhancing security while minimizing verification time through efficient pattern matching rather than full biometric analysis.
Data Source
AI summary
A system and method for hybrid callback management with biometric 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.