Multi-Channel Navigator Route Sequence Map for Support Services
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Solution Overview
Problem
Traditional customer service systems require users to provide detailed information to access support services, leading to a cumbersome and time-consuming experience, especially in distributed network environments where resources are limited and user-friendly navigation mechanisms are lacking.
Innovation Solution
A platform that allows users to configure a route sequence map, enabling navigation through a service center's resources via a single application, using context elements and communication protocols, which can be accessed from various devices without requiring detailed information at runtime, facilitating actions and communications with support agents or services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional customer service systems require users to provide detailed information to access support services, then service accuracy can be maintained, but user experience becomes cumbersome and time-consuming
Solution Approach 1:
The system performs preliminary actions by proactively gathering customer information through mobile device sensors, location services, and application usage data before the customer initiates a support request. This pre-collection of contextual information eliminates the need for customers to provide detailed information during the support interaction, thereby improving ease of operation while reducing time loss.
Solution Approach 2:
The patent introduces an intermediary layer between the customer and the support service system. This intermediary automatically collects and processes contextual information from the mobile device and customer profile, then presents relevant information to agents without requiring direct input from the customer. This mediator resolves the contradiction by streamlining the interaction while maintaining comprehensive information availability.
2Adaptability or versatility
If support centers handle a large volume of incoming calls, then service coverage is improved, but the number of agents required increases due to physical space limitations
Solution Approach 1:
The patent replaces the mechanical system of physical call centers with automated digital agents and AI-based support systems. These virtual agents can handle multiple customer interactions simultaneously without requiring additional physical space, thereby improving service coverage while avoiding the infrastructure complexity associated with expanding physical agent teams.
Solution Approach 2:
The support system is designed with universal, multi-functional digital agents that can handle various types of customer inquiries across different channels and contexts. This multi-functionality allows a single automated agent system to provide comprehensive service coverage that would traditionally require multiple specialized human agents, thus improving adaptability while reducing infrastructure complexity.
3Reliability
If customers must make multiple decisions about how to reach support services, then service routing can be optimized, but the process becomes time-consuming
Solution Approach 1:
The system implements feedback mechanisms that continuously monitor customer behavior, device context, and interaction history to dynamically optimize service routing. By analyzing this feedback data, the system automatically determines the most appropriate support channel and agent match without requiring customers to make multiple decisions, thereby maintaining routing accuracy while eliminating decision-making time.
Solution Approach 2:
The system performs preliminary routing analysis by evaluating customer context, device information, and service requirements before the support interaction begins. This pre-routing process automatically determines the optimal service path, eliminating the need for customers to make sequential decisions during the interaction and thereby reducing time loss while maintaining routing reliability.
Data Source
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AI summary
A service center receives a command from a remote device over a network, where the service center provides support services to users on products on behalf clients. Based on the command, a context element of a route sequence map associated with a user of the remote device is identified, where the identified context element is one of context elements of the route sequence map in a hierarchical structure. Each context element having one or more property values specifying at least one of an action to be performed by the service center and a link to one or more child context elements. It is determined whether the identified context element is an action context element or a navigation context element based on one or more property values associated with the identified context element. If so, an action specified by the identified context is performed.