Personalized Proactive Interaction System for Contact Centers
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Solution Overview
Problem
Current proactive chat systems are sub-optimal as they often result in session abandonment due to generic invitations and queuing delays, failing to address user frustrations in a timely and personalized manner.
Innovation Solution
A personalized proactive interaction system that captures user context through monitoring interactions on a website, allowing contact center agents to initiate timely and context-based communications without queuing, using a user prioritization/matching/communication engine to match users with suitable agents and facilitate proactive chats, voice calls, or other interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If generic chat invitation pop-ups are used to invite visitors to engage in chat with contact center agents, then the system can initiate proactive communication with users, but the communication becomes impersonal and fails to address user frustrations effectively
Solution Approach 1:
The system performs preliminary actions by capturing user context data before the actual communication occurs. The context capture module continuously monitors user interactions with the application and stores relevant context information, which is then retrieved and used to personalize the communication message when the user is contacted.
Solution Approach 2:
The system implements feedback by using captured user context data to generate personalized communication messages. The user context data serves as feedback about user behavior and preferences, which is fed back into the message generation process to create tailored communications that address individual user needs and frustrations.
2Productivity
If users are placed in a queue for chat communication, then contact center agents can handle multiple users systematically, but users experience queuing delays that result in session abandonment
Solution Approach 1:
The system performs preliminary actions by capturing and storing user context data before the user enters the communication queue. This pre-captured context is immediately available when the user is contacted, eliminating the need for users to wait in a queue while agents gather information. The context is ready in advance, enabling instant personalized communication.
3Adaptability or versatility
If the system captures and stores user context data, then communications can be personalized and timely, but the system complexity increases
Solution Approach 1:
The system segments the functionality into distinct modules: a context capture module for gathering user interaction data, a storage mechanism for preserving context information, and a message generation module for creating personalized communications. This segmentation allows each component to perform its specific function independently, making the overall complex system more manageable and maintainable.
Data Source
AI summary
Systems and method are provided for synchronizing communications between two disparate computing systems. A context capture module is configured to capture interactions of a first computing system with an application to determine a current context of the first computing system's interactions. A communications initiation engine is configured to determine one of a plurality of other computing systems is to be queried for communication with the first computing system. When one of the other computing systems is to be queried, an initiation communication is provided to a particular one of the other computing systems, where the initiation communication includes data describing the current context of the first computing system's interactions. An availability indication is received from the particular other computing system. A communications module is configured to facilitate communications between the first computing system and the particular other computing system.