IVR System Caller Wait Time Social Media Content Generation
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Solution Overview
Problem
In interactive voice response systems, caller wait time is often wasted as an opportunity for providers to gather information about their products or services, leading to missed chances for marketing and customer feedback.
Innovation Solution
An IVR system detects incoming calls, estimates wait time, and initiates a dialog with callers to gather feedback on their experiences with products or services, converting this feedback into social media content that can be posted on social media streams after approval from the caller.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the caller is placed on hold to wait for service, then the caller can be connected to a service representative, but the caller wait time is wasted and represents a loss of opportunity for the provider to gather information
Solution Approach 1:
The patent converts the harmful waste of caller wait time into a beneficial opportunity by implementing an IVR dialog system that actively engages callers during hold time to gather feedback, testimonials, and social media content. The previously lost time becomes valuable marketing and research data collection period.
Solution Approach 2:
Instead of idle waiting, the system maintains continuous useful action by playing promotional content, gathering customer feedback, and collecting social media information throughout the entire wait period. This ensures the caller's time is productively utilized from connection through to service representative interaction.
2Loss of information
If the IVR system engages the caller during wait time to gather feedback, then valuable information and social media content can be obtained, but the system complexity increases
Solution Approach 1:
The IVR system is enhanced with multiple functions: it continues its traditional routing role while simultaneously engaging callers in dialog, gathering feedback, collecting testimonials, and generating social media content. This multi-functionality allows one system to handle both call routing and marketing research tasks.
Solution Approach 2:
The system automatically conducts dialog with callers, gathers information, generates social media posts, and manages the entire feedback collection process without requiring additional human operators. The IVR autonomously performs these functions during caller wait time.
3Productivity
If social media content is generated and posted during caller wait time, then marketing opportunities are enhanced, but the risk of negative content increases
Solution Approach 1:
The system implements a review and approval mechanism where generated social media content is evaluated before posting. This feedback loop allows the provider to screen content for appropriateness, ensuring only positive or acceptable content is published to social media platforms.
Solution Approach 2:
The system performs preliminary screening and approval of social media content before it is posted. By checking content in advance, the system prevents potentially harmful or negative content from being published, mitigating risks before they materialize.
Data Source
AI summary
A method, system and computer program product for utilizing a caller wait time. When the caller's estimated wait time exceeds a threshold amount of time, an interactive voice response (IVR) system retrieves information (e.g., caller's previous purchases) about the caller. The IVR system then initiates a dialog with the caller to determine their experience with a product or service by prompting the caller with questions derived from the retrieved information. After recording the responses by the caller to the questions, the IVR system generates social media content based on the caller's responses. The IVR system then converts the text of the generated social media content to an audible version, which is provided to the caller to approve the posting of the social media content. The social media content is posted on a social media stream in response to the caller approving the posting of the social media content.