Remote Agent Quality Assurance System
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Solution Overview
Problem
Current remote human agent communication platforms lack quality assurance mechanisms, making it difficult for entities to ensure consistent and reliable service quality, as there are no mechanisms to enforce compliance with policies such as attire, environment, and equipment standards during remote communication sessions.
Innovation Solution
A computer-implemented quality assurance system that includes a data storage device for quality assurance code, a data capture device to monitor remote agents, and a processor to execute quality assurance checks before and during communication sessions, providing real-time feedback and compliance monitoring to ensure adherence to quality policies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If remote human agents work from home locations without centralized monitoring, then operational costs are reduced and flexibility is improved, but quality assurance and compliance with policies cannot be ensured
Solution Approach 1:
The system performs preliminary quality checks before allowing communication sessions to commence. The processor executes quality assurance code that analyzes captured data (video, audio, images) to verify compliance with policies regarding attire, environment, and equipment setup. Only after confirming compliance does the system permit the remote agent to begin servicing customers, thus ensuring quality assurance is established in advance rather than requiring continuous monitoring during sessions.
Solution Approach 2:
The patent introduces an intermediary quality assurance system that acts as a mediator between the remote agent and the entity. This system includes a data capture device that captures data from the remote agent's location, a processor that analyzes the captured data against quality policies, and a communication interface that provides feedback to the agent. This intermediary mechanism enables quality assurance without requiring physical presence in a centralized call center, thus maintaining cost benefits while ensuring reliability.
2Reliability
If quality assurance monitoring is implemented for remote agents, then service quality consistency is improved, but system complexity and operational overhead increase
Solution Approach 1:
The remote agent's computing device performs self-service quality assurance functions by executing quality assurance code locally. The device captures its own data (video feed, audio input, images of environment), processes this data through the quality assurance code to determine compliance with policies, and provides self-generated feedback to the agent. This self-service approach reduces the need for complex centralized monitoring infrastructure, thereby limiting the increase in system complexity while maintaining service quality consistency.
3Reliability
If real-time quality monitoring is performed during communication sessions, then compliance with quality policies is maintained, but processing overhead and session delays increase
Solution Approach 1:
The system performs quality assurance checks primarily before communication sessions begin, verifying compliance with policies regarding attire, environment, and equipment setup in advance. This preliminary verification ensures that most quality compliance issues are resolved before the session starts, minimizing the need for continuous real-time monitoring during the actual communication session. As a result, compliance is maintained while processing overhead and session delays are kept to a minimum.
Solution Approach 2:
The quality assurance system uses disposable or temporary data capture and analysis for each session setup rather than maintaining continuous expensive monitoring throughout sessions. The data capture device captures necessary data (video, audio, images) only when needed for compliance verification, and the processor analyzes this data temporarily to determine compliance. After verification, the captured data can be discarded, avoiding the need for persistent storage or continuous processing, thus maintaining productivity while ensuring compliance.
Data Source
AI summary
An apparatus includes a data storage device that stores remote agent quality assurance code and communication session code. Further, the apparatus includes a data capture device that captures data associated with a remote agent positioned in proximity to the data capture device. In addition, a processor receives a request from an agent routing platform for a service provided by the remote agent through a communication session between the remote agent and a user requesting the service. The processor executes the remote agent quality assurance code to determine that at least a portion of the captured data is non-compliant with the one or more quality assurance policies provided by the agent routing platform. Further, the processor executes the remote agent quality assurance code to provide one or more indicia of non-compliance.