Real-time Message Verification in Contact Center Systems
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Solution Overview
Problem
Conventional approaches to training agents in contact centers for text-based communications provide feedback only after the fact, failing to offer timely correction of messages before they are sent to remote parties, leading to potential poor service quality and intrusive supervisor intervention.
Innovation Solution
A system that identifies instances requiring verification during text-based communications and assigns a verification agent to review and edit or reject messages in real-time, providing near-instant feedback to the originating agent, with options to edit or reject messages before they are delivered to the remote party.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If conventional feedback approaches are used where supervisors review past communications after they have been sent, then agents can learn from mistakes, but the quality of service to remote parties deteriorates because corrections come too late and agents continue making the same mistakes across multiple communications
Solution Approach 1:
The system performs verification of agent messages before they are sent to remote parties. The verification agent reviews the message content, accuracy, and appropriateness in advance, and only approved messages are delivered. This preliminary verification prevents errors from reaching customers, thereby improving service quality without significant delay.
Solution Approach 2:
A verification agent acts as an intermediary between the originating agent and the remote party. The verification agent reviews messages before delivery, providing real-time feedback and correction opportunities. This intermediary layer ensures message quality while maintaining timely customer service.
2Reliability
If supervisors actively view and provide input during text-based communications in real-time, then agents receive immediate feedback, but the remote party experiences intrusive disruptions from supervisor intervention
Solution Approach 1:
The verification function is extracted from the customer-facing communication channel and placed in a separate verification channel. The verification agent reviews messages through a backend interface without inserting themselves into the customer conversation. This eliminates customer disruption while maintaining verification quality.
Solution Approach 2:
The verification agent serves as a behind-the-scenes intermediary who reviews messages before they reach the customer. The verification process occurs in a separate channel that does not involve the customer, thus providing real-time feedback to agents without disrupting the customer experience.
3Reliability
If all messages are verified before sending to ensure quality, then service quality improves, but the communication speed and productivity decrease due to the additional verification step
Solution Approach 1:
The system applies verification selectively rather than universally. Messages are routed for verification based on risk factors such as agent experience level, message content sensitivity, and communication context. Low-risk messages may bypass verification, maintaining speed, while high-risk messages receive thorough review to ensure accuracy.
Solution Approach 2:
The verification process is segmented into different levels based on message importance and risk. Critical messages receive full verification review, while routine messages may use automated checks or expedited review. This segmentation maintains message accuracy for important communications while preserving overall communication speed.
Data Source
AI summary
Various embodiments of the invention provide methods, systems, and computer program products for providing near real-time feedback to an originating agent on one or more instances initiated by the originating agent during a text-based communication being conducted between the originating agent and a remote party. In various embodiments, a determination is made that the one or more instances initiated by the originating agent for the text-based communication require verification and as a result, a verification agent is located to review the instances before they are delivered to the remote party. Accordingly, upon the verification agent editing the text of one of the instances, the instance is delivered to the remote party displaying the edited text and the edited text is also displayed to the originating agent at virtually the same time to provide the originating agent with near real-time feedback on the instance.