Contact Center Queue Peer Communication System
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Solution Overview
Problem
Callers waiting excessively in queues for agents often experience negative interactions, leading to abandoned calls and dissatisfaction due to feelings of being out of control, despite features like music playback, which fail to adequately address long wait times.
Innovation Solution
A system that connects users waiting in a queue through communication channels, allowing them to communicate with each other, potentially assist one another, and even barter for queue positions, thereby alleviating the load on agents and improving the waiting experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If callers wait in queue for an agent, then service is provided, but caller satisfaction deteriorates due to long wait times and feeling out of control
Solution Approach 1:
The patent introduces an intermediary communication system that connects callers waiting in queue with each other, allowing them to interact and assist one another. This mediator system includes a server that establishes communication channels between endpoint devices of callers in the queue, enabling peer-to-peer assistance and improving satisfaction during wait times while maintaining service reliability.
2Ease of operation
If traditional queue management features (e.g., music playback) are used, then callers are entertained, but the fundamental problem of long wait times and lack of control remains unresolved
Solution Approach 1:
The patent enables callers to serve themselves and each other by providing communication tools that allow queued callers to assist one another with their issues. Callers can share information, provide solutions, or escalate concerns peer-to-peer, reducing dependency on agent intervention and making productive use of wait time rather than passive entertainment.
3Stability of the object's composition
If queue positions are fixed, then fairness is maintained, but callers cannot optimize their waiting experience or assist each other effectively
Solution Approach 1:
The patent introduces dynamic elements to the queue system by enabling real-time communication and interaction between callers at different queue positions. While the queue structure itself remains stable, callers can dynamically exchange information, offer assistance, and adapt their waiting experience through peer interactions, adding flexibility and versatility to the otherwise fixed queue composition.
Data Source
AI summary
The technology disclosed herein enables communications among users having communication session requests waiting in a queue. In a particular embodiment, a method includes determining that a first communication session request from a first endpoint is in a queue for establishing a communication session with a receiving endpoint to which the queue is regulating access. While the first communication session request is in the queue, the method includes connecting the first endpoint to a communication channel between the first endpoint and a second endpoint having a second communication session request in the queue. Also, while the first communication session request is in the queue, the method includes exchanging user communications between the first endpoint and the second endpoint over the communication channel.