Hybrid Callback Management System for Contact Center Failure Recovery
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Solution Overview
Problem
Existing contact center systems are inefficient due to complex voice prompt menus and lengthy wait times for clients seeking service representatives, as current callback systems do not adequately address the navigation and waiting issues.
Innovation Solution
A hybrid callback management system that integrates a callback cloud service with an on-premise callback system, utilizing a processor and memory to store user profiles, communicate with both systems, execute callback requests, and schedule callbacks based on consumer and agent availability, thereby reducing wait times and simplifying navigation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If a voice prompt menu system is used to channel callers to appropriate service queues, then callers can be directed to the correct service representative group, but the navigation process becomes time-consuming and exasperating for clients
Solution Approach 1:
The patent extracts the callback request functionality from the traditional voice prompt menu navigation process. Instead of requiring callers to navigate through multiple menu options to reach a service queue, the system allows callers to directly request a callback by providing their contact information and reason for calling. This extraction eliminates the time-consuming menu navigation while preserving the call routing accuracy through structured callback request forms.
Solution Approach 2:
The system performs preliminary action by collecting callback request information (contact details, service type, preferred contact method) before the actual service connection is established. This preliminary data collection replaces the traditional real-time menu navigation process, allowing the system to pre-process and route the callback request appropriately without requiring the caller to spend time navigating voice menus during the calling process.
2Reliability
If clients wait on-hold in queue for connection to a service representative, then they can be connected to an available agent, but the waiting time exacerbates client frustration
Solution Approach 1:
The patent inverts the traditional callback model by allowing clients to initiate the callback request themselves rather than the system calling the client. Instead of the client waiting passively on-hold for the system to connect them, the client actively schedules a callback at their convenience. This inversion transforms the waiting experience from passive frustration to active control, while the system maintains reliable connection assurance by processing callback requests in the background and connecting clients when service representatives are available.
Solution Approach 2:
The system implements self-service by enabling clients to autonomously request and schedule callbacks without requiring continuous interaction with voice menus or human operators during the waiting period. Clients can specify their preferred contact method and timing, and the system automatically manages the queue and executes callbacks when service representatives become available. This self-service approach eliminates the exasperation of traditional on-hold waiting while maintaining reliable connection assurance.
3Loss of time
If a secondary queue system with callback numbers is implemented, then clients can disconnect and be called back later, but the inconvenience of navigating voice prompt menus remains unresolved
Solution Approach 1:
The patent merges the callback request initiation with the contact information collection process. Instead of requiring separate interactions for menu navigation and callback scheduling, the system combines these functions into a unified callback request process. When clients initiate a callback request, the system simultaneously collects their contact information, service type preferences, and routing information in a single streamlined interaction, eliminating the need for separate voice menu navigation steps.
Data Source
AI summary
A system and method for hybrid callback management and failure recovery, utilizing a callback cloud and an on-premise callback system, 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.