Psychographic Data Generation During IVR Hold Times
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Despite the use of IVR systems, many customers still prefer interaction with live agents for non-routine issues, leading to high call volumes and prolonged wait times, which frustrate customers and are not effectively utilized by organizations for benefits.
Innovation Solution
Generating user psychographic data through interactions, such as trivia questions, while customers are on hold, to identify personalized product or service offerings and advertisements, reducing frustration and leveraging wait times for targeted marketing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If IVR systems are used to reduce call volumes and wait times, then automation extent and productivity improve, but customer frustration increases due to non-routine issues requiring live agents
Solution Approach 1:
The patent introduces entertainment content as an intermediary element during hold times. This mediator transforms the frustrating waiting experience into an engaging interaction, reducing customer frustration while maintaining the efficiency benefits of IVR systems. The entertainment content serves as a buffer between the automated system and the customer's emotional response.
Solution Approach 2:
The patent converts the harmful factor of wait time into a beneficial opportunity for customer engagement. By providing entertainment content during hold times, the system transforms previously wasted time into valuable customer interaction that reduces frustration and potentially generates marketing insights through psychographic data collection.
2Reliability
If customers are placed on hold to speak with live agents, then customer service quality improves for non-routine issues, but loss of time increases due to prolonged wait times
Solution Approach 1:
The patent ensures continuous useful action by providing entertainment content throughout the entire hold time period. Rather than leaving customers idle during waiting periods, the system continuously engages them with relevant content, transforming unproductive wait time into valuable engagement time while maintaining service quality.
Solution Approach 2:
The patent performs preliminary actions by collecting psychographic data and providing entertainment content during hold time before the actual customer service interaction. This preliminary engagement reduces overall perceived wait time and prepares the customer for the upcoming service interaction, making the subsequent live agent conversation more efficient.
3Productivity
If organizations reduce the number of CSRs to lower costs, then productivity improves, but customer service quality deteriorates for complex issues
Solution Approach 1:
The patent enables a form of self-service by having customers engage with entertainment content and provide psychographic data during hold times. This self-engagement reduces the burden on CSRs, allowing them to focus on complex issues that require human judgment, thereby maintaining service quality while improving cost efficiency.
Solution Approach 2:
The patent performs preliminary data collection and customer engagement activities during hold times, preparing valuable psychographic information before the live agent interaction. This preliminary action equips CSRs with customer context, enabling them to handle complex issues more efficiently with fewer resources.
Data Source
AI summary
Transmitting entertainment information for presentation to a user and receiving, on behalf of the user, user response information responsive to the entertainment information is disclosed. The entertainment information may include a set of questions such as trivia-related questions or polling questions. The user response information may indicate a set of corresponding responses provided by the user in response to the set of questions. The entertainment information may be identified based on available historical preference data associated with the user, demographic data associated with the user or may be randomly selected to gauge user interest. User psychographic data associated with the user may be generated based at least in part on the user response information. At least one offering for targeting to the user such as a product or service offering or a targeted advertisement may be identified based on the user psychographic data and may be transmitted for presentation to the user.