Image-Based Queue Selection for Contact Center Call-Back Routing
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Solution Overview
Problem
Existing communication systems, such as contact centers, are inconvenient for clients due to time-consuming and complex voice prompt menus and the frustration of waiting on-hold for service agent connections.
Innovation Solution
A system utilizing image technology, where a communication device captures an image, searches a database for corresponding queues, displays active queues, allows user selection, and initiates a voice call-back sequence, eliminating the need for navigating voice menus and reducing wait times by establishing a call-back connection when a service agent becomes available.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If voice prompt menus are used to channel callers to service agent queues, then callers can be directed to the appropriate service group, but the process becomes time-consuming and complex for clients
Solution Approach 1:
The patent replaces the acoustic/voice-based interaction system with an image-based interaction system. Instead of navigating voice prompt menus, clients use image recognition technology to capture and submit images (e.g., of products, packaging, or identifiers) that automatically route them to the appropriate service queue, eliminating the need for complex voice menu navigation and significantly reducing the time required to reach service agents.
2Reliability
If clients wait on-hold while connected to the queue system, then they maintain their place in queue, but this creates frustration and exacerbation
Solution Approach 1:
The system performs preliminary actions by capturing the client's image and establishing their queue position before the actual service interaction begins. The image recognition system processes the submission, identifies the appropriate queue, and secures the client's position in advance, allowing the client to be notified when service is available rather than forcing them to wait on-hold in real-time.
Solution Approach 2:
The patent introduces an intermediary image recognition and processing system that acts as a mediator between the client and the service queue. Instead of directly connecting clients to voice-based queue systems where they must wait on-hold, the image-based intermediary system processes queue positioning asynchronously and notifies clients when service agents are available, eliminating the need for continuous on-hold waiting.
3Measurement precision
If complex voice prompt menus are implemented to handle different service issues, then service routing accuracy is improved, but the system complexity increases
Solution Approach 1:
The patent substitutes the complex acoustic voice recognition and menu navigation system with a simpler image-based input system. Image recognition technology automatically identifies the client's intent and routes them to the appropriate service queue based on visual data, eliminating the need for multiple layers of voice prompts and reducing overall system complexity while maintaining or improving routing accuracy.
Data Source
AI summary
Embodiments of a system and method are disclosed for initiating a call-back sequence using image technology. Embodiments include capturing an image using an image sensor, sending the captured image to a communication system, searching a database of images for persons corresponding to the captured image, sending a request in a data format to the communication system for a connection with the persons, receiving an identification of active queues, displaying an indication of the active queues on a display screen using a session queuing component, obtaining a user selection of a queue as a selected queue using the session queuing component, sending a request to the communication system in a data format for expected wait time, receiving the expected wait time from the communication system, and sending a confirmation to the communication system in a data format for a call-back.