IVR Server Priority Token Session Management
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Solution Overview
Problem
Customers experience long wait times when engaging with contact centers, as existing technologies fail to significantly reduce wait times in communication systems.
Innovation Solution
An Interactive Voice Response Server (IVR Server) generates a session identifier and a priority token linked with estimated wait time, allowing customers to access their session on subsequent calls, enabling reactivation or requeuing based on token input, thereby managing queue positions dynamically.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If customers wait in traditional queues at contact centers, then service order is maintained, but customer wait time increases significantly
Solution Approach 1:
The system performs preliminary actions by allowing customers to register their service requests and receive priority tokens before actually needing service. The token is generated in advance with an associated wait time estimate, enabling customers to prepare for service without immediate waiting. This shifts the waiting action from the service delivery moment to a preliminary registration phase.
Solution Approach 2:
The queue system transitions from static to dynamic by allowing customers to reactivate their sessions and update their queue position multiple times based on changing conditions. The priority token system enables dynamic requeuing where customers can adjust their service timing based on real-time wait time estimates, making the queue flexible rather than fixed.
2Productivity
If customers are allowed to leave and return later, then immediate service is provided to those who wait, but lost customer sessions and incomplete service occur
Solution Approach 1:
The system creates a copy of the customer's service request in the form of a priority token that can be stored and reused. Instead of losing the original service session when a customer leaves, the system generates a token copy that preserves the service intent and allows reactivation. This token copy maintains the service queue position and can be redeemed for continued service.
Solution Approach 2:
The system temporarily discards the active service session when a customer leaves, but recovers it through the priority token mechanism. The token serves as a recovery mechanism that allows customers to retrieve their service position later, ensuring that discarded sessions can be recovered and completed rather than lost entirely.
3Ease of operation
If traditional queue systems are used, then first-come-first-served order is maintained, but customer satisfaction decreases due to long wait times
Solution Approach 1:
The system performs preliminary actions by allowing customers to register their service requests and receive priority tokens before actually needing service. The token is generated in advance with an associated wait time estimate, enabling customers to prepare for service without immediate waiting. This shifts the waiting action from the service delivery moment to a preliminary registration phase.
Solution Approach 2:
The system provides feedback to customers by displaying estimated wait times associated with their priority tokens. This feedback loop allows customers to make informed decisions about whether to wait immediately, leave and return later, or adjust their service timing based on the provided wait time information, thereby improving their overall convenience.
Data Source
AI summary
An Interactive Voice Response Server (“IVR Server”) generates a session identifier (“session ID”) to identify and track a session during an initial communication connection. Upon resolving menu selection identifiers that are received from a first communication device to a queue of sessions, the IVR Server stores the session ID in a queue table for the queue. Next, the IVR Server determines an estimated wait time, generates a token, and links the estimated wait time and the token to the session by mapping the token and the estimated wait time to an entry of the session ID in the queue table. Finally, the IVR Server transmits the estimated wait time and the token to the first communication device. In a subsequent communication connection, the session can be accessed on the same or a different device as the session progresses through the queue based on the token.