IVR Context Routing With Dynamic Agent Scripts
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Solution Overview
Problem
Existing IVR systems are time-consuming, laborious, and error-prone, leading to lost call context, repetitive data entry, and inefficient agent interactions, resulting in prolonged call durations and reduced customer satisfaction.
Innovation Solution
A system that processes contextual information in real-time to generate a dynamic customized script for agents, integrating IVR and CTI systems to provide step-by-step guidance, reducing the need for manual effort and system switching.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional IVR systems are used to route callers, then call routing functionality is provided, but the process becomes time-consuming and laborious requiring multiple steps of voice input and keypad entry
Solution Approach 1:
The system performs preliminary actions by capturing and processing contextual information from multiple sources (caller ID, account data, previous interactions) before the caller even reaches an agent. This pre-processing eliminates the need for callers to repeat information during the call, directly reducing call duration while maintaining ease of operation.
Solution Approach 2:
The patent introduces an intermediary system that sits between the IVR and the agent, acting as a mediator that consolidates contextual information and presents it to the agent. This intermediary layer eliminates the need for lengthy IVR navigation by providing agents with pre-assembled caller context, thereby reducing call duration without compromising ease of operation.
2Device complexity
If contextual information is not preserved during call transfer, then system simplicity is maintained, but call context is lost requiring callers to repeat personal information
Solution Approach 1:
The system performs preliminary information gathering and contextualization before the call transfer, assembling relevant caller information in advance. This pre-action approach preserves call context without requiring complex real-time information exchange protocols, thereby maintaining system simplicity while preventing information loss.
Solution Approach 2:
The patent creates a copy of the relevant contextual information and transmits it to the agent's interface. This copying mechanism preserves call context efficiently without requiring complex system integration, maintaining relative system simplicity while ensuring information continuity across the call transfer.
3Productivity
If agents rely on their own experience without system support, then system resource requirements are reduced, but customer service quality decreases
Solution Approach 1:
The system performs preliminary preparation by gathering and organizing contextual information before the agent engages with the caller. This pre-prepared information enables agents to provide higher quality service without requiring complex real-time system support during the call, thereby improving productivity while controlling system complexity.
Solution Approach 2:
The system enables agents to serve themselves by providing them with pre-assembled contextual information and relevant data. This self-service approach empowers agents to deliver better customer service without requiring complex centralized system control during calls, improving productivity while maintaining manageable system complexity.
Data Source
AI summary
Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.