Call Routing via Self-Support Tool Detection

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Solution Overview

Problem

Traditional technical support call centers are costly due to high agent wages, training expenses, and communication challenges, with automated self-support tools lacking effectiveness metrics.

Innovation Solution

A customer support system incorporating an interactive voice response system and call center management system that directs calls based on the presence of a self-support tool, tracking and reporting metrics on tool effectiveness, including deflected calls and cost savings.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of energy

If automated self-support tools are implemented to reduce call volume, then call center costs are reduced, but effectiveness metrics are lacking

Engineering Contradiction:

Improvecall center costsVSAvoideffectiveness metrics

Core Design Contradiction:

Loss of energyVSLoss of information

Solution Approach 1:

The system implements feedback mechanisms by tracking and measuring self-support tool usage through various data collection points including tool interaction logs, call deflection records, and customer satisfaction surveys. This feedback loop enables continuous monitoring of tool effectiveness and provides measurable metrics to evaluate cost savings and performance improvement.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The patent replaces manual measurement and evaluation methods with automated electronic systems that track tool usage, measure call deflection, and calculate cost savings. Electronic data collection and processing systems substitute for manual accounting and analysis, enabling precise measurement of self-support tool effectiveness.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Adaptability or versatility

If call volume increases to meet customer demand, then customer support coverage is improved, but labor costs and communication expenses increase

Engineering Contradiction:

Improvecustomer support coverageVSAvoidlabor costs and communication expenses

Core Design Contradiction:

Adaptability or versatilityVSLoss of energy

Solution Approach 1:

The system enables customers to serve themselves through automated self-support tools that provide troubleshooting guidance, diagnostics, and resolution options without requiring human agent intervention. This self-service capability maintains customer support coverage while reducing the volume of calls requiring human assistance, thereby lowering labor and communication costs.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent segments customer support into two distinct pathways: automated self-service for routine issues and human agent support for complex problems. This segmentation allows the system to maintain comprehensive support coverage while directing only necessary calls to human agents, optimizing the balance between service coverage and cost management.

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS7602898B2System and method for providing computer assisted user support

Publication Date: 2009.10.13 SBC KNOWLEDGE VENTURES LP

AI summary

The disclosure is directed to a customer support call system including an interactive voice response system configured to receive a customer support call and configured to determine a caller identification. The interactive voice response system is configured to determine whether the customer support call is associated with a computer system having an installed self-support tool. The customer support call system further includes a call center management system responsive to the interactive voice response system. The call center management system is configured to direct the customer support call in response to determining whether the customer support call is associated with the computer system having the installed self-support tool.