Location-Based Callback Initiation via GPS Tracking
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Contact centers face challenges in managing callbacks effectively, as existing systems lack the ability to utilize location-based preferences and efficiently schedule communications based on customer-specific geographic locations, leading to unsatisfactory customer experiences.
Innovation Solution
A system comprising a processor and memory that enables users to configure and track geographic locations for communication devices, allowing for location-based triggering of callbacks, with features such as GPS tracking and third-party service integration to determine and store coordinates, and the option to set time and channel preferences.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If callback scheduling is based on fixed time and channel preferences, then call management is simple, but customer satisfaction is reduced due to lack of personalization
Solution Approach 1:
The patent segments callback preferences into multiple independent dimensions: geographic location, time preferences, and communication channel preferences. Each dimension can be configured separately and combined to create personalized callback schedules, allowing the system to adapt to customer preferences without requiring complete system redesign.
Solution Approach 2:
The patent introduces dynamic geographic location tracking that allows callback triggers to change based on the customer's current location rather than being fixed to a single location. The system continuously monitors location and can initiate callbacks when the customer enters or exits predefined geographic zones, making the call management system adaptable to mobile customers.
2Ease of operation
If geographic location tracking is added to callback management, then customer satisfaction improves through location-based triggering, but system complexity increases
Solution Approach 1:
The patent makes the callback system universal by supporting multiple triggering conditions (geographic location, time of day, communication channel) that can be combined in various ways. The same core callback mechanism handles both traditional time-based triggers and new location-based triggers, reducing the need for separate specialized systems.
Solution Approach 2:
The patent introduces a location service as an intermediary component that handles the complex GPS tracking and coordinate conversion operations. This mediator translates raw location data into meaningful geographic zone matches, shielding the main callback management logic from location-specific complexity while enabling location-based triggering.
3Adaptability or versatility
If multiple preference configurations are allowed (location, time, channel), then customer satisfaction increases, but configuration complexity increases
Solution Approach 1:
The patent divides the preference configuration into separate, manageable sections: geographic location preferences, time preferences, and channel preferences. Each section can be configured independently and then combined, allowing customers to customize their experience without being overwhelmed by a single complex configuration form.
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
Enables more precise and customer-friendly callback management by initiating communications when the user reaches a specified geographic location, enhancing customer satisfaction by aligning callbacks with user preferences and reducing wait times.
Implementation Method 1
track location of the specific communication device by Global Positioning System (GPS)
Data Source
AI summary
An apparatus has a processor and a memory, the memory storing instructions that when executed by the processor, cause the processor to schedule a communication between a contact center and a communication device associated with a user, prompt the user to configure a geographic location for the communication device, track geographic location for the communication device, and initiate the communication in response to determining that the geographic location of the communication device appliance is the configured geographic location.