Message Redirection System for IVR Modality Switching
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
IVR systems face issues such as customer frustration due to waiting and imprecise voice recognition, while messaging systems offer advantages like text recognition and private interaction, but there is no existing system to integrate these benefits with IVR or allow customers to switch between communication modalities as they prefer.
Innovation Solution
A system and method that enables conversations to be shifted between voice phone calls and messaging-based systems, such as SMS or Facebook messaging, allowing customers to switch modalities by pressing a number or stating a command, using a combination of hardware and software to implement this functionality on various devices and platforms.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If IVR systems use voice recognition to handle customer calls, then call handling volume and precision are improved, but customer frustration increases due to imprecise recognition and navigation errors
Solution Approach 1:
The patent introduces a messaging system as an intermediary between the customer and the IVR system. When voice recognition fails or customer experience deteriorates, the system seamlessly transitions the interaction to a text-based messaging channel, where a human agent can assist. This intermediary messaging layer resolves the contradiction by providing an alternative communication path that maintains productivity while improving ease of operation.
Solution Approach 2:
The system dynamically switches between communication modalities (voice and text) based on real-time conditions such as voice recognition accuracy, customer frustration indicators, and agent availability. This dynamic adaptation allows the system to optimize for either productivity or ease of operation depending on the situation, resolving the fixed contradiction in favor of flexible, context-dependent performance.
2Measurement precision
If customers wait on hold in IVR systems, then call routing precision is improved, but customer frustration increases
Solution Approach 1:
The messaging system serves as an intermediary that can immediately acknowledge customer inquiries while the IVR system continues its precise routing process in the background. Customers receive instant feedback through text message confirmation that their query is being handled, eliminating the perception of waiting time while maintaining accurate call routing through the IVR system.
Solution Approach 2:
The system performs preliminary actions by sending automated text messages to customers during the routing process, providing status updates and managing expectations before the final connection is established. This preliminary communication reduces customer anxiety and perceived waiting time while the precise routing continues uninterrupted.
3Measurement precision
If messaging systems are used for customer interaction, then text recognition accuracy and private interaction are improved, but the ability to handle complex voice-based queries is reduced
Solution Approach 1:
The system implements multi-functionality by integrating both voice and text communication capabilities within a single unified platform. The IVR system handles complex voice-based queries with their nuanced understanding, while the messaging system provides accurate text recognition for straightforward inquiries. The system can switch between these functions based on query complexity, maintaining both text recognition accuracy and communication flexibility.
Solution Approach 2:
The system dynamically selects the appropriate communication modality based on the nature of the customer query, historical interaction data, and current system state. Simple, factual queries are routed to the text-based messaging system for accurate recognition, while complex, nuanced queries are directed to voice-based IVR or human agents, preserving adaptability while leveraging text recognition strengths where applicable.
Data Source
AI summary
A system and method for enabling a conversation to be shifted to different modalities. Optionally and preferably, the conversation between a customer and a customer representative is shifted from a voice phone call to a messaging-based system which may optionally be, for example, through SMS or short messaging system messages, self help tools or through other messaging systems, which may, for example, be operated through a mobile communication device such as a smartphone.