IVR Server Predictive Routing for Call Center Agent Reduction
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Solution Overview
Problem
Call centers face challenges in efficiently managing customer support requests due to the need for a sufficient number of agents to handle simultaneous calls, leading to increased costs and customer wait times, while existing IVR systems are limited in their ability to provide comprehensive support.
Innovation Solution
A telecommunications system that includes an IVR server, a call center central server, and databases to gather customer information, predict call reasons, and route calls to appropriate agents, using text-to-speech and data aggregation to enhance customer interaction and reduce service time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the number of call center agents is increased to handle simultaneous calls, then customer service quality is improved, but operational cost increases
Solution Approach 1:
The system performs preliminary actions by gathering customer information, predicting call reasons, and preparing appropriate responses before the customer actually speaks to an agent. The IVR server collects customer identifiers and account information in advance, and the system predicts potential issues before they fully develop, allowing for proactive problem resolution that reduces the need for numerous agents.
Solution Approach 2:
The patent implements self-service by enabling the IVR system to autonomously handle customer interactions without requiring human agents for every call. The system automatically gathers customer information, predicts call reasons using analytics, provides self-service options, and only escalates to human agents when necessary. This allows the system to serve itself in handling routine customer inquiries, significantly reducing the number of agents needed while maintaining service quality.
2Quantity of substance
If the number of call center agents is reduced to decrease costs, then operational cost is reduced, but customer wait time increases
Solution Approach 1:
The system eliminates customer wait time by performing preliminary actions before the customer reaches the call center. The IVR server immediately gathers customer information upon call initiation, the analytics system predicts call reasons in real-time, and appropriate self-service options are prepared and presented instantly. This preliminary processing occurs so quickly that customers receive immediate assistance without traditional hold times, even with fewer agents.
Solution Approach 2:
The patent replaces the mechanical system of human agents manually handling every customer interaction with an automated intelligent system. The IVR server, combined with predictive analytics and self-service routing, substitutes the traditional mechanical process of customer queuing and agent assignment with an automated system that instantly processes customer information and provides appropriate responses or routing, eliminating wait times without requiring proportional increases in human resources.
3Adaptability or versatility
If traditional IVR systems are used to route calls, then call routing capability is provided, but system functionality is limited
Solution Approach 1:
The patent applies universality by transforming the IVR server into a multi-functional system that performs not only traditional call routing but also customer information gathering, predictive analytics, self-service provisioning, and intelligent call distribution. The same IVR infrastructure that routes calls also predicts call reasons, prepares personalized interactions, and provides self-service options, eliminating the need for separate specialized systems while increasing overall functionality.
Solution Approach 2:
The patent merges previously separate functions into a unified system. The IVR server is combined with predictive analytics capabilities, customer information management, and self-service routing into a single integrated platform. This consolidation combines call routing with customer profiling, prediction algorithms, and automated response generation, creating a versatile system that performs multiple functions without proportionally increasing complexity, as the components work together synergistically within a unified architecture.
Applied Scientific Principles
This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.
Function Achieved in This Case
The system effectively reduces the number of agents required by efficiently routing calls and providing immediate support through predictive analytics and data-driven interactions, enhancing customer satisfaction and reducing service time.
Implementation Method 1
The IVR server uses text-to-speech methods to provide an initial interaction with a customer calling the call center.
Data Source
AI summary
Methods and apparatus to handle support contacts in a call center are disclosed. An example method for handling a first contact to a support center includes receiving the first contact from a first person, receiving a first identifier associated with the first person, analyzing contact details for a second contact associated with a second identifier associated with a second person different from the first person to determine if a problem associated with the first identifier exists, and indicating that a problem associated with the first identifier exists if the contact details for the second contact associated with the second identifier indicate that a problem associated with the first identifier exists.