IVR Context Processing for Dynamic Agent Guidance
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Solution Overview
Problem
Existing IVR systems are inefficient and laborious, leading to time-consuming interactions, loss of call context, and increased operational costs due to manual effort and reliance on agent expertise, resulting in lower customer satisfaction and higher call durations.
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 streamline communication, providing a unified interface for agents and reducing the need to switch between multiple applications.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional IVR systems are used to route callers, then call routing functionality is provided, but the interaction process becomes time-consuming and laborious
Solution Approach 1:
The system performs preliminary actions by capturing and processing caller information through the IVR system before the call is transferred to the agent. Contextual information is extracted and prepared in advance, so that when the agent receives the call, the information is already organized and ready for review, eliminating the need for callers to repeat information and reducing overall call handling time.
2Loss of information
If traditional IVR systems are used, then call routing is achieved, but call context is lost during agent transition
Solution Approach 1:
The system introduces an intermediary component that acts as a bridge between the IVR system and the agent interface. This intermediary captures contextual information from the IVR interaction, processes and stores it, then retrieves and presents it to the agent through the user interface. This mediator ensures seamless context transfer without information loss during the transition from IVR to agent.
3Adaptability or versatility
If manual processing is used for call information, then flexibility in handling diverse queries is maintained, but operational costs increase
Solution Approach 1:
The system implements self-service capabilities by automatically capturing, processing, and organizing caller information through the IVR system without requiring manual intervention. The contextual information is extracted and prepared automatically, and the agent interface automatically retrieves and displays this information. This automation maintains flexibility in handling diverse queries while reducing operational costs by minimizing manual processing requirements.
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.