Interactive Customer Service Interface for Automated Agent Routing
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Solution Overview
Problem
Telephone-based customer support services often face frustration due to unsuccessful interactions with IVR systems and long wait times, while computer-based systems may fail to provide adequate information, necessitating human intervention.
Innovation Solution
An interactive customer service interface on an access terminal that navigates users through decision trees, initiates data sessions with a data server, and automatically connects users with available customer service agents when necessary, utilizing a network of application, data, and call queue servers to manage inquiries and agent availability.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If telephone-based IVR systems are used for customer support, then automated service is provided, but customer frustration increases and wait times lengthen during peak periods
Solution Approach 1:
The patent introduces a computer-based customer service system as an intermediary between the customer and the final destination (either automated resolution or human agent). This intermediate system provides comprehensive information and determines whether human intervention is necessary, reducing customer frustration by offering a more capable automated service before escalating to human agents.
2Loss of information
If computer-based customer service systems are used, then broader information is provided and wait times are reduced, but inadequate information may still require human intervention
Solution Approach 1:
The patent segments the customer service function into two distinct parts: a computer-based system that handles information provision and initial assessment, and a human agent system that handles complex cases requiring judgment. This segmentation allows the computer system to provide comprehensive information while automatically filtering out cases that need human intervention, managing overall system complexity.
3Reliability
If more customer service agents are available, then service quality improves, but network resources are consumed continuously even when not needed
Solution Approach 1:
The patent implements periodic action by having the computer-based system continuously assess customer inquiries and only initiate voice sessions with customer service agents when actually needed. This allows the system to maintain high service quality by having agents available on-demand rather than continuously engaged, reducing unnecessary network resource consumption while preserving service reliability.
Data Source
AI summary
A method is implemented by one or more server devices associated with a network. The method includes receiving information relating to a customer service request, where the information includes data to identify a category of the customer service request. The method also includes receiving a request to speak with a customer service agent, and placing a service call request in a calling queue associated with the category of the customer service request. The method further includes monitoring availability of customer service agents associated with the calling queue, and sending a call initiation message to the access terminal when a customer service agent associated with the calling queue is available. Based on the call initiation message, the access terminal may automatically initiate a voice session with an available customer service agent.