On-Hold Experience System Using Push Notification Authentication
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Solution Overview
Problem
Long wait times in call hold queues at customer service centers often result in frustrated callers due to inefficient call routing and lack of personalized content, as callers may not require human assistance and can resolve issues electronically.
Innovation Solution
Implementing a system that authenticates users and determines the intent of their calls while on hold, allowing for digital interactions through chat sessions, reducing unnecessary transfers and call lengths by routing calls more effectively and providing personalized content based on user preferences.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If callers are placed in a traditional call hold queue waiting for a customer service representative, then human assistance is eventually provided, but caller frustration increases and wait times lengthen due to inefficient routing and lack of personalized content
Solution Approach 1:
The system performs preliminary authentication and intent determination actions while the caller is still on hold, before routing to a representative. This allows the system to prepare personalized content and determine the appropriate queue in advance, reducing actual wait time and improving caller experience by eliminating unnecessary holding time.
Solution Approach 2:
The system enables callers to authenticate themselves and indicate their call intent through automated interactions during the hold period. This self-service capability allows the system to automatically route calls more efficiently without requiring manual intervention from representatives, thereby reducing wait times and improving overall caller experience.
2Adaptability or versatility
If callers wait in a general hold queue without personalized content, then all callers are treated equally, but callers who could resolve issues electronically remain frustrated due to lack of relevant information
Solution Approach 1:
The system provides different types of content and information to different callers based on their authentication results and indicated intent. Instead of a uniform hold experience, each caller receives personalized content relevant to their specific issue, such as targeted troubleshooting information or electronic resolution options, thereby improving issue resolution efficiency while maintaining adaptability.
Solution Approach 2:
The system changes the parameters of the hold experience by dynamically adjusting the content provided to callers based on their authentication status and call intent. This allows the system to transform a static, one-size-fits-all hold queue into a dynamic, personalized experience that adapts to each caller's needs, improving both personalization capability and issue resolution efficiency.
3Productivity
If the system implements authentication and intent determination during hold time, then call routing efficiency improves and call lengths shorten, but system complexity increases
Solution Approach 1:
The system uses a multi-functional platform that handles authentication, intent determination, content delivery, and call routing through a single integrated architecture. This universal system performs multiple functions simultaneously, improving call routing efficiency without proportionally increasing complexity, as the same infrastructure supports diverse operations.
Solution Approach 2:
The system introduces an intermediary on-hold server that acts as a mediator between the caller and the customer service representatives. This intermediary handles the complex tasks of authentication, intent analysis, and routing decisions, thereby improving overall system productivity while containing complexity within a dedicated component rather than distributing it throughout the entire call center infrastructure.
Data Source
AI summary
Technology for placing a user on-hold can include sending a push notification to a user device after the call has been placed on-hold. A link in the push notification can request authentication credentials from the user. When the authentication credentials have been received and verified, a chat window can be launched via an application on the user device. The intent of the call can be determined based at least in part by information received via the chat window. The authentication information and the intent of the call can be transferred to a representative answering the call.