Inter-channel Context Transfer for Contact Centers
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Solution Overview
Problem
Automated contact centers face challenges in efficiently transferring customer interactions from one communication channel to another, leading to inefficiencies and frustration for customers and representatives.
Innovation Solution
The implementation of inter-channel context transfer systems, where an intermediary process at the contact center transfers communication session context data and generates a summary, allowing seamless transitions between different communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If conventional messaging applications are used to distribute information in contact centers, then representatives can receive messages, but they will only receive messages if they are actively logged into and checking the messaging application, leading to information loss and increased handle time
Solution Approach 1:
The system performs preliminary actions by capturing and storing communication session context data before the representative needs it. The intermediary process proactively transfers context information from the first channel to the second channel storage location, so that when the representative logs into the messaging application or receives a notification, the information is already prepared and waiting, eliminating the need for active checking and reducing information loss.
Solution Approach 2:
The patent introduces an intermediary process that acts as a mediator between different communication channels and representatives. This intermediary automatically captures context data from the first channel, processes it, and makes it available in the second channel storage location, eliminating the need for representatives to actively monitor multiple messaging applications and ensuring information is delivered regardless of their login status.
2Adaptability or versatility
If representatives use disparate messaging applications to interact with different types of customers, then they can handle various communication channels, but they do not have an opportunity to share substantive information about customer interactions
Solution Approach 1:
The system implements a universal information storage and transfer mechanism that works across multiple communication channels and messaging applications. The intermediary process captures context data from various first channels (voice, email, chat, social media) and transfers it to a standardized second channel storage location that can be accessed by representatives using any messaging application, enabling information sharing across disparate systems while maintaining channel-specific functionality.
3Reliability
If customer interactions are transferred between different communication channels, then service continuity can be maintained, but context information may be lost requiring representatives to repeat questions
Solution Approach 1:
The system creates and transfers a copy of the communication session context data from the first channel to the second channel storage location. This copy includes all relevant information such as customer details, interaction history, and unresolved issues. When the interaction is transferred to a different channel, the receiving representative can access this copied context information, eliminating the need to repeat questions and maintaining service continuity without time loss.
Data Source
AI summary
Techniques described herein relate to inter-channel transfer at an automated contact center, in order to transfer communication sessions from a first channel to a second channel. In addition to channel transfer operations, communication session context data can be transferred from the first channel to the second channel and a communication session summary can be generated and provided to second channel devices. Furthermore, a communication session can be loaded in a second channel queue based on the communication session via the first channel.