Proxy IVR System for Caller-Agent Routing
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Solution Overview
Problem
Current IVR systems make it difficult and inefficient for callers to connect with call center agents, often resulting in a lengthy and impersonal experience, as they must navigate complex menus and may not reach an agent knowledgeable about their specific inquiry.
Innovation Solution
A mobile application that allows callers to select their reason for calling from a visual menu, connects them directly with the appropriate agent through a proxy IVR system, which masks the agent's number and provides personalized service, enabling quick and efficient communication by routing calls based on issue type, agent skillset, and availability.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a company uses a conventional IVR menu system to route callers to agents, then the system can handle multiple call types, but the caller experiences a lengthy and confusing process to reach an agent
Solution Approach 1:
The system performs preliminary actions by pre-collecting caller information through the mobile application before the call is placed. The caller selects their issue type, and the system pre-routes this information to identify the appropriate agent in advance, eliminating the need for lengthy IVR menu navigation during the actual call.
Solution Approach 2:
The mobile application serves as an intermediary between the caller and the IVR system. Instead of the caller directly interacting with the complex IVR menu, the mobile app captures the caller's intent and communicates it to the routing system, which then directly connects the caller with the appropriate agent, bypassing the traditional IVR menu structure.
2Ease of operation
If a conventional IVR system routes calls without pre-knowing caller information, then the system maintains simplicity, but the agent cannot provide personalized service
Solution Approach 1:
The system collects caller information and issue type in advance through the mobile application before the call is established. This preliminary data collection ensures that the agent receives relevant context information immediately upon answering the call, enabling personalized service without requiring the caller to repeatedly explain their situation.
Solution Approach 2:
The system implements feedback by transmitting the caller's selected issue type and relevant information back to the agent's interface before the conversation begins. This feedback loop ensures the agent is informed about the caller's needs in advance, allowing them to prepare and provide more targeted, personalized assistance.
3Productivity
If the system uses direct agent contact numbers, then connection is straightforward, but the agent's number is exposed and routing flexibility is reduced
Solution Approach 1:
The proxy IVR system acts as an intermediary that receives the caller's call and uses the pre-collected issue type information to route the call to the appropriate agent. This intermediary layer maintains routing flexibility based on caller needs while protecting agent contact numbers from direct exposure, as the proxy system handles the actual connection using backend routing logic.
Solution Approach 2:
The system segments the call connection process into distinct functions: the mobile application collects caller information, the proxy IVR system handles routing logic and contact number management, and the agent receives the connected call with context information. This segmentation allows each component to specialize in its function, improving both routing flexibility and contact management security.
Data Source
AI summary
Communication between callers and call center agents may be optimized. A request message may be transmitted to an application services module to connect with an agent associated with the selection. A contact number of a proxy server may be received from the application service module. The contact number may be utilized to connect with the agent via the proxy server.