Predictive Customer Service Support System for Call Efficiency
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Solution Overview
Problem
Modern customer service systems are cumbersome for representatives to navigate, making it difficult for them to efficiently address diverse customer inquiries and requests, often requiring interruptions or holds to locate relevant information.
Innovation Solution
A system that processes call-specific data, including verbal inputs, to determine customer inquiries and provide relevant information to representatives, automatically opening appropriate applications and facilitating information retrieval, transfer of calls, and adaptive content delivery based on aggregated data and models.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If customer service representatives manually navigate through multiple applications and information sources to address diverse customer inquiries, then they can provide comprehensive service, but the system complexity and time required increase significantly
Solution Approach 1:
The system segments customer inquiries into distinct categories (informational, transactional, complaint, etc.) and routes them to specialized handling procedures. This allows the system to manage diversity through structured division rather than unmanaged complexity.
Solution Approach 2:
The patent implements a universal customer service platform that handles multiple types of inquiries (informational, transactional, complaints, account management) through a single integrated system. This multi-functional approach reduces the need for separate specialized systems while maintaining versatility.
2Measurement precision
If customer service representatives interrupt calls or place customers on hold to locate relevant information, then they can ensure accuracy, but customer satisfaction and call efficiency decrease
Solution Approach 1:
The system performs preliminary actions by proactively gathering and preparing relevant customer information and potential follow-up inquiry responses before they are needed during the call. This allows representatives to maintain accuracy without interrupting the customer experience.
Solution Approach 2:
The system continuously monitors call dynamics and provides real-time feedback to representatives about information accuracy and potential follow-up inquiries, enabling them to maintain precision without breaking the flow of conversation.
3Adaptability or versatility
If the system provides detailed information about multiple potential follow-up inquiries simultaneously, then customer service quality improves, but information overload and processing complexity increase
Solution Approach 1:
The system applies partial action by providing information about follow-up inquiries in a prioritized sequence rather than all at once. It presents the most likely follow-up inquiries first, allowing representatives to handle them progressively based on actual customer needs, thus avoiding information overload while maintaining comprehensive coverage.
4Productivity
If the system automatically determines and delivers customized content to representatives based on call data, then service efficiency improves, but system complexity and computational requirements increase
Solution Approach 1:
The system implements self-service by automatically analyzing call data, determining relevant customer information, and delivering customized content to representatives without manual intervention. This automation improves productivity while the system manages its own complexity through intelligent algorithms.
Solution Approach 2:
The patent replaces manual mechanical processes (representatives manually searching for information, manually preparing responses) with automated computational processes that analyze call data and generate customized content delivery, thereby improving efficiency while the system handles its own complexity.
Data Source
AI summary
A system includes one or more processors configured to receive call-specific data during a call between a customer and a customer service representative, and the call-specific data includes a verbal input. The one or more processors are configured to determine one or more characteristics of the verbal input and to determine an initial inquiry of the customer based at least in part on the one or more characteristics of the verbal input. The one or more processors are also configured to determine one or more follow-up inquiries based at least in part on the initial inquiry and to provide information related to the one or more follow-up questions in a window on a display of a computing system for visualization by the customer service representative.