Queue Manager Integrating Contact Info with Search Results
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Companies face challenges in providing an easy and efficient way for customers to contact them through their websites, as contact information is often hidden and not easily accessible in search engine results, leading to poor customer experiences and lost revenue.
Innovation Solution
A system and method for integrating contact information and live queue data into search results, using a queue manager and enterprise communications systems to provide users with estimated wait times and facilitate callbacks, allowing users to initiate contact with a single click within search results.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If contact information is integrated into search results with live queue data, then ease of operation is improved, but device complexity increases
Solution Approach 1:
The patent introduces a queue manager as an intermediary component that bridges the search engine and enterprise communications systems. The queue manager receives search queries, retrieves real-time queue status from enterprise systems, and presents this information in search results with callback functionality. This intermediary approach enables contact information integration without requiring direct complex integration between search engines and multiple enterprise communication systems, thus improving ease of operation while managing system complexity.
2Productivity
If contact information is made easily accessible in search results, then productivity is improved, but loss of information increases
Solution Approach 1:
The system performs preliminary actions by proactively retrieving and displaying queue status information (such as wait times and agent availability) directly in the search results before the user attempts to contact the business. This allows customers to make informed decisions about whether to initiate contact based on current queue conditions, improving productivity by reducing unnecessary contact attempts while preserving queue status information through pre-display.
Solution Approach 2:
The patent implements feedback mechanisms where the queue manager continuously monitors enterprise communications systems and updates search results with real-time queue status. This feedback loop ensures that customers receive current information about wait times and agent availability, allowing them to make informed contact decisions. The feedback principle resolves the contradiction by maintaining information accuracy while improving access to contact information.
3Reliability
If real-time queue data is integrated into search results, then reliability is improved, but device complexity increases
Solution Approach 1:
The queue manager is designed as a universal multi-functional component that handles multiple enterprise communication systems through standardized interfaces. It can retrieve queue status from various communication channels (phone, chat, email) and present unified real-time information in search results. This universality approach improves reliability by providing accurate, system-agnostic queue data while reducing integration complexity through a single multi-capable component rather than separate integrations for each communication system.
Data Source
AI summary
A system for contact information integration with search results, comprising a queue manager; an enterprise communications system; and a search engine. Upon receipt of search query from a user, the search engine submits a request to the queue manager. The queue manager: obtains from the enterprise communications system a communications status comprising an estimated wait time; sends a notification to the search engine advising the search engine of the estimated wait time for service; and upon receiving from the search engine a request to generate a callback to the user from the enterprise of a specific communications type, directing an enterprise communications system of the enterprise that is associated with the specific communications type to initiate a callback to the user from whom the search engine query was received in response to the callback request received from the search engine.