Private Web Session Queueing for Contact Center Wait Times
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Solution Overview
Problem
Video call queues often result in wasted time and undesirable user experiences as users wait for their meetings to begin, lacking efficient methods to provide useful visual content tailored to their needs.
Innovation Solution
Implementing a video call queue system with a ticket system, interaction tool, task router, and video handler to establish private web sessions, display relevant content based on estimated wait times, and connect users with appropriate agents when available.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If users wait in video call queues for agents to become available, then agents can provide personalized assistance, but users experience wasted time and undesirable user experiences
Solution Approach 1:
The system performs preliminary actions by establishing private web sessions and delivering tailored visual content to users before agents are available. This includes providing pseudo-interaction through chatbots, displaying relevant information based on user needs, and preparing users for the upcoming agent interaction, thereby making productive use of wait time
Solution Approach 2:
The patent introduces an intermediary system comprising a video handler, task router, and interaction tool that mediates between users and agents. This intermediary delivers content, manages queue positioning, and provides preliminary assistance through chatbots, reducing the perceived wait time while maintaining the eventual connection to human agents
2Ease of operation
If the system establishes private web sessions and displays tailored content during wait times, then user satisfaction increases, but system complexity increases
Solution Approach 1:
The video handler performs multiple functions within a single component: establishing private web sessions, coordinating with the task router, delivering tailored content, and managing the transition to agent connections. This multi-functionality reduces the need for separate dedicated systems for each function
Solution Approach 2:
The patent merges the video call queue management, content delivery system, and agent routing functionality into an integrated system. The interaction tool combines chatbot capabilities with queue management, and the video handler coordinates multiple subsystems, creating a unified approach that manages complexity through integration
Data Source
AI summary
A ticket system receives a request for an interaction with an agent of a contact center. The request includes an indication of an issue. An interaction tool establishes a private web session based on the agent being unavailable for the interaction. The interaction tool outputs content based on the issue to the private web session. The interaction tool determines whether the issue is resolved. The interaction tool initiates the interaction with an available agent when it determines that the issue is unresolved. The interaction tool terminates the private web session when it determines that the issue is resolved.