Remote Call Collaboration With Assist Notifications and Customer Context
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Solution Overview
Problem
Existing systems fail to provide necessary customer information to texting reps before transferring text-based connectivity, lack effective contact planning based on agent and system resource availability, and do not adequately address compliance with TCPA rules or automate behavior tracking.
Innovation Solution
A system and method that enables a call handler to request assistance from a third party, providing real-time information to texting reps, optimizes contact plans based on agent availability, and automates TCPA compliance while tracking user behavior for corrective actions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If customer information is provided to texting rep before transfer, then texting rep preparation is improved, but system complexity increases
Solution Approach 1:
The system performs preliminary actions by identifying and preparing customer information before the connectivity transfer occurs. The call handler computer identifies one or more customer records associated with the customer prior to the transfer, ensuring information is ready when needed without adding complexity during the transfer moment.
Solution Approach 2:
The call handler computer acts as an intermediary between the customer connectivity system and the texting rep. It receives the connectivity transfer indication, identifies customer information, and provides it to the texting rep, thereby mediating the information flow without requiring direct complex integration between all system components.
2Productivity
If contact plans are optimized based on agent availability, then resource allocation efficiency is improved, but system complexity increases
Solution Approach 1:
The system uses feedback from agent availability data to dynamically optimize contact plans. The optimization engine receives real-time or near-real-time information about agent availability and adjusts contact plan execution accordingly, creating a closed-loop system that improves resource allocation without requiring overly complex manual processes.
Solution Approach 2:
The contact plan execution is made dynamic rather than static. The system can adjust contact plans based on changing agent availability conditions, allowing flexible resource allocation that adapts to real-time circumstances without requiring complete system redesign for each scenario.
3Reliability
If TCPA compliance is automated with behavior tracking, then compliance reliability is improved, but device complexity increases
Solution Approach 1:
The system performs self-service for compliance monitoring by automatically tracking user behavior and enforcing TCPA rules without requiring external manual oversight. The behavior tracking and corrective action mechanisms operate autonomously, improving compliance reliability while the automation handles the complexity internally rather than requiring additional external systems.
Data Source
AI summary
A system establishes a call handler communication with a customer. A call handler computer identifies one or more customer records associated with the customer that is on the call with the call handler or being called or to be called in the near future. The call handler computer provides a request assistance notification that the call handler has requested for assistance in the call between the call handler and the identified customer. A central data server receives the request assistance notification. The central data server provides an assist notification that enables the third party call participant to participate in the call between the call handler and the identified customer. A third party call participant computer receives the assist notification.