Notification System Live Agent Routing
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Solution Overview
Problem
Existing notification systems fail to provide timely and personalized live support to customers through their preferred communication devices, limiting user engagement and satisfaction.
Innovation Solution
A method and apparatus that identify customer notification events and preferences, transmitting notifications to preferred Internet protocol (IP) devices, including an option for live agent support, using a customer management module and multi-channel notifications delivery platform to ensure timely and personalized communication across various devices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If notification systems use automated protocols (SMS, MMS, IM) for customer communication, then service coverage and accessibility are improved, but the ability to provide personalized live support deteriorates
Solution Approach 1:
The patent introduces a notification system that acts as an intermediary between automated communication protocols and live support agents. The system monitors customer notifications and automatically routes them to appropriate live support personnel based on predefined criteria, thereby maintaining the efficiency of automated protocols while enabling personalized live support when needed.
Solution Approach 2:
The system performs preliminary actions by pre-configuring support routing rules and agent availability status before customer notifications arrive. This allows the system to automatically direct notifications to appropriate live support agents without requiring real-time human intervention for routing decisions, thus maintaining both automation efficiency and personalized support quality.
2Adaptability or versatility
If the system integrates multiple communication channels (voice, data, video) for notifications, then customer engagement options are improved, but system complexity increases
Solution Approach 1:
The patent implements a universal notification system capable of handling multiple communication channels (voice, data, video) through a single integrated platform. The system uses a common architecture that can process different channel types uniformly, reducing the need for separate specialized systems for each communication mode and thereby managing complexity while maintaining versatility.
Solution Approach 2:
The system segments the handling of different communication channels into modular components, where each channel type is processed by dedicated but standardized handlers. This segmentation allows the system to support multiple channels without creating monolithic complexity, as each channel can be managed independently through uniform interfaces.
3Reliability
If the notification system provides immediate live agent support options, then customer satisfaction is improved, but response time management becomes more difficult
Solution Approach 1:
The patent implements a feedback mechanism where the notification system continuously monitors agent availability and customer notification status. This feedback loop enables the system to dynamically adjust routing decisions, ensuring that live support options are provided when agents are available, thereby maintaining customer satisfaction while managing response times through real-time information about system state.
Data Source
AI summary
A method and apparatus of providing notifications to a customer is disclosed. One example method of operation may include identifying a notification event associated with a customer via a customer management module and retrieving a customer preference record and determining a notification device preference for a customer Internet protocol (IP) device included in the customer preference record. The method may also include transmitting the notification event to the customer's IP device based on the notification device preference, the notification event may include a live agent support option which may be accessed in the event that the automated support options fail to satisfy the customer's questions and concerns.