Push Alert Call Scheduling to Improve Client Trust
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Solution Overview
Problem
The general public is hesitant to respond to unsolicited calls, even from entities with which they have a business relationship, due to mistrust, preventing effective communication and potential loss of client engagement.
Innovation Solution
Implementing push alert notifications prior to automated calls, allowing clients to schedule or decline calls, and offering electronic chat options, thereby increasing trust and confidence in interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If entities initiate unsolicited automated calls to clients, then communication efficiency is improved, but client trust and response rates deteriorate due to mistrust
Solution Approach 1:
The system sends a push notification alert to the client's mobile device before the automated call is initiated. This preliminary action allows the client to see the incoming call is from a trusted entity, thereby maintaining trust while enabling efficient automated communication. The notification includes entity identification and call purpose information.
Solution Approach 2:
The push notification serves as an intermediary between the automated call system and the client. It mediates the interaction by providing transparency about the incoming call, allowing the client to make an informed decision about answering, thus building trust while maintaining communication efficiency.
2Reliability
If entities send push alert notifications before automated calls, then client trust and response rates are improved, but system complexity increases
Solution Approach 1:
The system uses a multi-functional platform that can send both traditional automated calls and push notifications through a unified architecture. This universal system handles multiple communication channels (voice calls, text notifications, email) through the same core infrastructure, managing complexity while building client trust.
Solution Approach 2:
The system automatically manages the coordination between push notifications and automated calls without requiring manual intervention. The notification is sent automatically, the client's response is automatically captured, and the call timing is automatically adjusted based on client preferences, reducing operational complexity.
3Ease of operation
If clients are given options to schedule or decline calls, then client control and trust are improved, but communication productivity decreases
Solution Approach 1:
The system dynamically adjusts the communication approach based on client preferences. If a client chooses to schedule a specific time, the system adapts to that schedule. If they prefer immediate contact, the system proceeds accordingly. This dynamic adaptation maintains productivity by avoiding unnecessary delays while respecting client control.
Solution Approach 2:
The system captures client responses to push notifications (accept, decline, reschedule) and uses this feedback to optimize future communication attempts. The feedback loop allows the system to learn client preferences and adjust timing and frequency, maintaining productivity while improving client control over time.
Data Source
AI summary
A system for utilizing push alert notifications includes an auto-dialer having a notification/dialing list of push alert notification recipients. The system also includes an interactive response system, an outbound orchestrator utility, a notification service utility and an electronic chat platform. The outbound orchestrator utility transmits instructions for the push alert notification to the notification service utility. The instructions include a scheduled time for a scheduled automated call. The instructions display an actionable viewing screen that prompts the member to accept the scheduled time for the scheduled automated call, to schedule a different time for an occurrence of a scheduled automated call execution, or to initiate an electronic chat. When the member accepts the prompt to initiate the electronic chat, the instructions send an electronic message along a communication rail to an interactive response system associated with a chat utility located at an agent device.