Mobile App Contact Center Integration
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Solution Overview
Problem
Existing systems for customer service management on mobile devices lack efficient and convenient methods for monitoring service request status, automatic notification, and seamless interaction with contact centers, leading to suboptimal user experience and increased operational costs.
Innovation Solution
A system and method that monitors service request status, automatically transmits notifications, and enables direct interaction with contact centers through a mobile application, allowing users to initiate calls, chats, or surveys without leaving the app, with features like automatic party identification, contextual data sharing, and compliance monitoring.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customers use traditional customer service systems, then they can receive support, but they must leave the mobile application and use separate devices or interfaces, reducing convenience
Solution Approach 1:
The patent integrates customer service functionality directly into the mobile application by embedding a camera that can capture images of service request information. This merging of services within a single application eliminates the need for customers to switch between different applications or devices, thereby improving ease of operation and reducing time loss.
Solution Approach 2:
The mobile application is designed to perform multiple functions including service request submission, image capture, real-time status monitoring, and direct communication with contact centers. This multi-functionality allows the single application to replace multiple separate tools, enhancing convenience and eliminating the need to leave the application for customer service tasks.
2Loss of information
If customers manually monitor service request status, then they can stay updated, but it requires continuous checking and increases operational complexity
Solution Approach 1:
The system implements automatic feedback mechanisms where the mobile application receives and displays real-time status updates of service requests without requiring manual intervention. The camera captures service request information and the system automatically tracks and communicates status changes to the customer, eliminating the need for continuous manual checking while reducing monitoring complexity.
Solution Approach 2:
The system performs preliminary actions by automatically capturing service request information through the camera and pre-processing the data before it needs to be monitored. Status tracking is initiated automatically upon service request submission, and the system proactively pushes updates to the customer, eliminating the need for manual status checking.
3Productivity
If contact centers use traditional call handling, then they can provide support, but call handle time increases and productivity decreases
Solution Approach 1:
The camera captures service request information and relevant data before the customer contacts the support agent. This preliminary capture and pre-processing of information is made available to the agent before the interaction begins, eliminating the need for agents to manually gather information during the call, thereby reducing call handle time and increasing productivity.
Solution Approach 2:
The system enables self-service capabilities where customers can submit service requests and capture information through the mobile application without agent intervention. Routine inquiries and information gathering are handled automatically by the system, allowing agents to focus on more complex issues and reducing overall call handle time.
4Reliability
If systems lack automatic notification, then they simplify the process, but customers do not receive real-time updates and user experience deteriorates
Solution Approach 1:
The system implements automatic feedback loops where service request status changes trigger real-time notifications to the customer's mobile application. The camera-captured service request information is tracked automatically, and the system reliably communicates status updates to the customer without requiring manual intervention, thereby enhancing both reliability and user experience.
Data Source
AI summary
A system and method is provided for providing contact center services via a mobile application on a mobile device. Status of a service request that is transmitted to a contact center is monitored. When a change in the status is detected, a notification is automatically transmitted to the mobile application. An interaction request is received from the mobile application in response to the notification. The interaction request identifies the service request. A party handling the service request is identified in response to receipt of the interaction request. The identified party is invited for engaging in interaction with the mobile device.