Mobile Virtual Queue for Agent Connection Efficiency
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Solution Overview
Problem
Current customer service mobile applications are inefficient in allowing consumers to quickly and effectively connect with contact centers, as they do not adequately manage queue systems or provide real-time availability information.
Innovation Solution
A mobile care system that includes a virtual queue feature, allowing users to request connection with agents, authenticate, provision services, and select appropriate service providers, with push notifications for availability updates, enabling efficient communication and queue management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If current customer service mobile applications are used, then consumers can access contact centers, but connection efficiency and queue management are poor
Solution Approach 1:
The system performs preliminary actions by authenticating users and provisioning services before the actual connection is needed. The virtual queue system pre-processes connection requests, validates credentials, and prepares service configurations in advance, so that when agents become available, connections can be established immediately without delays.
Solution Approach 2:
The system implements feedback mechanisms by providing real-time status updates to users about their queue position, agent availability, and connection status. This feedback loop allows users to understand the current state of the connection process and manage their expectations, while also enabling the system to optimize routing decisions based on real-time conditions.
2Loss of information
If traditional queue systems are used, then users can wait for agent availability, but real-time availability information is not provided
Solution Approach 1:
The system continuously provides feedback to users about agent availability status, queue position, and estimated wait times. This real-time information flow transforms the traditional opaque queue system into a transparent process where users have full visibility into the connection status and can make informed decisions about whether to wait or take alternative actions.
Solution Approach 2:
The mobile application serves as an intermediary between users and the contact center system, providing a user-friendly interface that translates complex backend queue management processes into simple, understandable status indicators. This intermediary layer presents availability information in an accessible format while managing the underlying complexity of queue management.
3Productivity
If manual connection processes are used, then users can contact agents, but the process is not efficient or scalable
Solution Approach 1:
The system enables self-service by allowing users to initiate and manage their own connection requests through the mobile application. Users can authenticate themselves, select preferred agents or service types, monitor queue status, and receive notifications automatically without requiring manual intervention from operators. This automation significantly increases connection throughput while reducing operational complexity.
Solution Approach 2:
The patent replaces manual, mechanical connection processes with an automated digital system. Instead of operators manually routing calls or users physically waiting in line, the system uses electronic authentication, automated queue management, and digital notifications to handle connections. This substitution of mechanical processes with automated systems increases efficiency and scalability.
Data Source
AI summary
An apparatus, a method, and a computer program receive a request message from a mobile device to connect with an agent and authenticate the request message and provisioning a database for enabled services and service location. A service provider is identified and selected from a plurality of service providers. As a result, the request message is transmitted to the service provider in order to determine availability of the service provider.