IVR Experience Score Routing to Human Agents
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Solution Overview
Problem
Current systems for routing user communications to human agents in customer service settings often fail to accurately assess customer satisfaction and efficiently route calls from automated response systems to human agents, leading to suboptimal customer experiences and increased operational costs.
Innovation Solution
A call handling platform that measures various data points from customer interactions with an IVR module, computes an experience score, and routes calls to human agents when the score indicates low satisfaction, while providing the score to the agent for informed handling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated response systems (IVR) are used to handle customer communications, then operational costs are reduced and efficiency is improved, but customer satisfaction deteriorates when the automated system cannot meet customer needs
Solution Approach 1:
The system implements real-time feedback by measuring multiple data points during customer interactions with the IVR module, computing an experience score that reflects customer satisfaction level, and using this feedback to dynamically route calls to human agents when the score indicates low satisfaction. This closed-loop feedback mechanism ensures that automated handling does not compromise customer satisfaction.
Solution Approach 2:
The system performs preliminary assessment of customer satisfaction by measuring data points and computing experience scores before fully engaging human agents. This preliminary action allows the system to identify customers who need human intervention early in the interaction, enabling timely escalation before satisfaction deteriorates further.
2Reliability
If human agents are used to handle all customer communications, then customer satisfaction is improved, but operational costs increase and efficiency decreases
Solution Approach 1:
The system applies partial human intervention by using human agents only when necessary - specifically when the computed experience score falls below the threshold indicating low customer satisfaction. This partial action approach maintains high customer satisfaction for those who need it while avoiding the inefficiency and cost of universal human agent deployment.
Solution Approach 2:
The system enables self-service by allowing the automated IVR module to handle the majority of customer communications independently, computing experience scores in real-time, and making routing decisions autonomously. This self-service capability improves operational efficiency while human agents remain available as backup for complex or dissatisfied customers.
3Reliability
If experience scoring and routing decisions are implemented in real-time, then customer satisfaction is improved through timely intervention, but system complexity increases
Solution Approach 1:
The system segments the customer experience assessment into multiple discrete data points (e.g., wait time, number of transfers, task completion status) that are measured independently and then aggregated into an overall experience score. This segmentation simplifies the complexity by breaking down the complex assessment task into manageable, measurable components.
Solution Approach 2:
The experience score computation acts as an intermediary layer between the IVR interaction data and the routing decision. Instead of directly analyzing complex interaction patterns, the system uses the computed score as an intermediate metric that simplifies the routing decision process while still capturing the essence of customer satisfaction.
Data Source
AI summary
A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.