Session Border Controller Post-Call Routing for Customer Feedback
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Solution Overview
Problem
Existing customer feedback systems in contact centers face inefficiencies in transferring customers to feedback surveys after interaction termination, lacking a reliable and efficient method to capture customer satisfaction effectively.
Innovation Solution
Implementing a gateway, such as a session border controller (SBC), to tag and forward calls to an IVR-based survey system, ensuring customer consent and meeting predefined conditions, thereby seamlessly transitioning customers to a feedback application post-interaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If customers are transferred to feedback surveys after interaction termination, then customer satisfaction data can be captured, but transfer reliability and efficiency are insufficient
Solution Approach 1:
The system performs preliminary actions by tagging calls with feedback survey identifiers during the interaction phase, before termination occurs. This pre-tagging ensures that when the interaction ends, the transfer to feedback survey can execute immediately without delay or failure, thus improving both reliability and efficiency of the transfer process
Solution Approach 2:
The patent introduces an intermediary mechanism (call tagging system) that bridges the interaction system and feedback survey system. The tag acts as a mediator that carries necessary information between systems, ensuring reliable and efficient transfer by pre-establishing the connection parameters before the actual transfer is needed
2Productivity
If existing feedback systems are used, then customer feedback can be collected, but the transfer process is inefficient and unreliable
Solution Approach 1:
The system tags calls with feedback survey identifiers during the interaction phase, performing the routing decision in advance. This preliminary action eliminates delays and failures during the actual transfer phase, improving both the efficiency of feedback collection and the reliability of the transfer process simultaneously
Data Source
AI summary
Embodiments of the invention include a method for handling communication sessions by a central gateway, such as session border controller. The method may include receiving an indication that the interaction between a customer and an agent has ended and automatically routing by the session border controller the customer to an automated feedback application.