Predictive Dialer Speech Recognition Agent Utilization
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Solution Overview
Problem
Predictive dialer systems in call centers face inefficiencies due to the lack of consideration for the status and progress of active calls, leading to missed calls and increased agent waiting time, as they rely solely on historical statistics for determining when to initiate new calls.
Innovation Solution
A computer-implemented method using speech recognition to monitor active calls for key phrases indicating call termination, predicting the remaining call duration, and initiating new calls at optimal times based on this data, combined with statistical analysis of previous calls to adjust the number of dialled numbers and improve call completion rates.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If multiple telephone numbers are dialed simultaneously to keep agents busy, then agent utilization improves, but the percentage of missed calls increases
Solution Approach 1:
The system performs preliminary actions by dialing multiple telephone numbers in advance before the agent is actually ready to receive a call. The predictive dialer initiates calls to multiple clients simultaneously, and when a client answers, the call is held in a queue until an agent becomes available, thereby maximizing agent utilization while ensuring calls are not lost.
Solution Approach 2:
The system dynamically adjusts the dialing rate and number of simultaneous calls based on real-time agent availability and call status. The predictive dialer monitors agent state and actively manages the queue of incoming calls, dynamically matching call arrivals with agent availability to optimize both productivity and call completion rates.
2Loss of time
If statistical algorithms are used to minimize agent waiting time, then agent idle time reduces, but calls are missed when agents are unavailable
Solution Approach 1:
The system implements feedback mechanisms by continuously monitoring agent availability status and using this information to adjust the dialing strategy. The predictive dialer receives feedback on agent state (busy/available) and dynamically modifies call initiation timing and quantity, ensuring calls are connected only when agents are actually available, thereby reducing missed calls while maintaining low wait times.
Solution Approach 2:
The system performs preliminary dialing actions based on predicted agent availability patterns. By using historical data and statistical algorithms, the predictive dialer proactively initiates calls before agents become available, holding answered calls in queue until agents are ready, thus minimizing both agent waiting time and missed calls.
3Ease of operation
If calls are dialed based on historical statistics without considering active call status, then dialing simplicity is maintained, but market losses occur due to missed calls
Solution Approach 1:
The predictive dialer system performs self-service by automatically monitoring agent availability status and adjusting its dialing operations without manual intervention. The system autonomously manages the complexity of real-time status tracking and dynamic dialing rate adjustment, maintaining ease of operation for users while significantly improving call completion rates through intelligent, status-aware dialing.
Data Source
AI summary
An improved predictive dialer system and method that dials telephone numbers and connects answered calls to available agents monitors an active call between an agent and a client using speech recognition. In the active call, the speech recognition searches for occurrence of at least one key phrase that indicates intention of termination of the call; and upon occurrence of at least one key phrase, predicts a remaining time period until the call will be terminated. Based on the predicted remaining time period, during the remaining time period, the system or method determines a point of time for initiating at least one new call to a client and initiates at least one new call at the determined point of time.