IVR Agent Conferencing for Self-Service Training
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Solution Overview
Problem
Current IVR systems face challenges in effectively assisting users with difficulties, leading to increased agent intervention, higher operational costs, and user dissatisfaction, as existing solutions do not adequately train customers to navigate IVR systems, resulting in reduced self-service capabilities and increased reliance on human agents.
Innovation Solution
A system that automatically monitors customer interactions with IVR systems, identifying difficulties and conferencing in a live agent to assist the user without taking over the transaction, thereby educating the customer on correct input and reducing future errors.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the customer is transferred to an agent after failing IVR, then the customer's transaction needs are met, but the customer is not taught how to overcome IVR errors and is prone to invoke agent processing in subsequent transactions
Solution Approach 1:
The system provides feedback to the customer during IVR interaction by monitoring their responses and providing real-time guidance. When errors are detected, the system offers corrective feedback and guidance to help the customer navigate the IVR successfully, rather than immediately transferring to an agent. This feedback mechanism teaches customers how to overcome IVR errors and builds their confidence in using the system independently.
2Reliability
If the agent takes the customer's call after failed IVR use and completes the transaction, then the customer's immediate needs are met, but the customer's preference for agent supported transactions is rewarded, discouraging continued use of IVR
Solution Approach 1:
The system enables customers to serve themselves through the IVR by providing real-time monitoring and guidance. Instead of immediately transferring to an agent, the system allows the customer to complete their transaction independently while providing on-demand assistance through the conference bridge. This self-service approach reinforces customer confidence in IVR capabilities and encourages continued use.
3Reliability
If the agent serves the IVR and completes all transactions needed by the customer, then the customer's needs are met, but operational expenses for the center increase
Solution Approach 1:
The system applies partial agent intervention only when and where needed during IVR interactions. Rather than having agents handle all transactions, the system provides targeted assistance only when customers encounter difficulties, allowing customers to independently complete the majority of transactions. This partial action approach maintains service quality while significantly improving agent utilization efficiency.
4Ease of manufacture
If typical solutions are applied where customers are transferred to agents or given minimal IVR guidance, then implementation is simple, but the customer is not trained on IVR usage and IVR user error rates remain high
Solution Approach 1:
The system performs preliminary monitoring and analysis of customer IVR interactions to identify potential errors before they occur. By predicting where customers are likely to struggle and providing proactive guidance, the system prevents errors rather than reacting to them after they occur. This preliminary action approach builds customer IVR navigation skills while maintaining relatively simple system implementation.
Data Source
AI summary
A system engages a live agent in a multi-party call type arrangement with the user and an Interactive Voice Response (IVR) unit when the user has difficulty with the IVR. The agent is provided with information about the IVR process being executed and the user's input. When the agent is introduced into the call, the agent does not take over the IVR session, but the agent helps direct the user to provide the correct input(s) to the IVR session. Once the issue is corrected, the agent can remove themself from the customer/IVR dialog. As a consequence: the user continues their self-service transactions in the IVR, and the user is better educated on how to navigate the IVR in the future. Further, agent resources are spared from further interaction with the user, and the user is less likely to have a negative opinion of the IVR.