Automated Inquiry System for Response Time Measurement

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Solution Overview

Problem

Manual tracking of business response times and lead management is time-consuming, prone to errors, and lacks accuracy, affecting decision-making in business operations.

Innovation Solution

A semi-automated system that simulates customer inquiries through various channels (calls, emails, texts, voicemails) to measure response times, generating reports based on set Key Performance Indicators (KPIs) and providing resources for improvement.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If manual tracking of business response times is performed by quality assurance personnel, then measurement can be conducted, but the process is time-consuming and prone to errors

Engineering Contradiction:

Improveresponse time measurement accuracyVSAvoidtime required for manual tracking

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system enables automated self-measurement of response times through software agents that independently initiate inquiries via multiple channels (email, phone, text) and automatically track and record response times without human intervention, eliminating the need for manual quality assurance tracking

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces the mechanical manual tracking process performed by quality assurance personnel with an automated software-based system that uses electronic communication channels and database recording to measure and report response times, thereby eliminating time-consuming manual operations

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Reliability

If manual tracking is used, then some measurement capability exists, but errors lead to erroneous analyses

Engineering Contradiction:

Improvedata accuracy for business analysisVSAvoidcomplexity of automated measurement system

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The system introduces software agents as intermediaries that objectively initiate inquiries and measure response times, eliminating human error in data collection. These automated agents serve as neutral mediators between the business being measured and the quality assurance process, ensuring consistent and error-free data collection across multiple communication channels

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The automated measurement system is designed to operate across multiple communication channels (email, telephone, text messaging) simultaneously using a single unified platform, reducing complexity by consolidating what would otherwise require separate manual tracking systems for each channel

Inventive Principle:

Principle #6Universality (Multi-functionality)

3Productivity

If automated systems are implemented to measure response times, then accuracy improves, but system complexity increases

Engineering Contradiction:

Improveemployee productivity measurementVSAvoidcomplexity of automated inquiry system

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system segments the automated measurement process into distinct functional modules: inquiry initiation agents, communication channel handlers, response time calculation engines, and reporting generators. This modular segmentation allows each component to be independently managed and maintained, reducing overall system complexity while enabling high productivity through automated multi-channel operations

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS20230267398A1Online customer inquiry tool with response time measurement

Publication Date: 2023.08.24 HIP CREATIVE LLC

AI summary

Systems and methods for automatically inquiring about becoming an online customer and measuring response times for calls, voicemails, emails, and texts.