IVR Code Matching for Social Media Context
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Solution Overview
Problem
Contact centers face challenges in acquiring and utilizing caller context from social media to enhance customer service and marketing, as existing methods are inefficient in matching caller identities with their social media profiles during interactions.
Innovation Solution
An interactive voice response (IVR) system generates a unique code that customers can post on their social media, allowing contact centers to match and analyze social media identities, thereby sharing relevant information for call routing and agent scripting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If the IVR system directly requests the user to provide their social media identity, then the matching process can be initiated, but the likelihood of accidental or deliberate misinformation increases and customer experience deteriorates
Solution Approach 1:
The patent introduces an intermediary code (e.g., *12345*) that mediates between the IVR system and the customer's social media identity. Instead of directly requesting the social media identity, the system provides a code that the customer posts on their social media platform. This intermediary mechanism eliminates the need for direct interaction about sensitive identity information, reducing misinformation while maintaining ease of operation.
Solution Approach 2:
The system creates a copy of the identification process through the use of a separate code that can be posted on social media. Rather than directly handling the social media identity, the system uses a replicated identifier (the code) that serves the same matching purpose but through a different, more reliable channel.
2Productivity
If the IVR system monitors social media posts continuously, then caller context can be acquired efficiently, but system complexity and resource consumption increase
Solution Approach 1:
The system performs preliminary actions by providing the code to the customer during the call and monitoring for its appearance on social media. The monitoring is triggered and focused specifically on detecting the posted code rather than continuously analyzing all social media content, which reduces system complexity while maintaining productivity.
Solution Approach 2:
The system extracts only the specific information needed (the posted code containing the identification identifier) from the social media platform, rather than analyzing entire social media profiles or content. This selective extraction reduces the complexity of the monitoring system while maintaining efficient caller context acquisition.
Data Source
AI summary
Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.