Secure Transitory Data Vault for Contact Center Routing
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Solution Overview
Problem
Existing contact center systems are frustrating for customers due to complex voice prompt menus and lengthy wait times, and they lack secure management of transitory data, especially for personal or financial information.
Innovation Solution
A system comprising a profile manager, callback manager, and vault manager for secure storage and management of transitory data, which encrypts data containers, creates access passwords, and manages interactions between users and enterprises, allowing customers to control their data usage and access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If voice prompt menus are used to channel callers to appropriate service agent groups, then callers can be directed to the correct service representative, but the process becomes exasperating and time-consuming for clients
Solution Approach 1:
The system performs preliminary actions by pre-categorizing callers based on their communication history, profile data, and interaction patterns before they reach the service representative. This allows the system to automatically route callers to the appropriate service agent group without requiring them to navigate complex voice menus, thus maintaining routing accuracy while eliminating navigation time.
Solution Approach 2:
The patent introduces an intermediary component (the automated routing system) that acts as a mediator between the caller and the service representative. This intermediary analyzes caller information, determines the appropriate service group, and facilitates direct connection, thereby eliminating the need for callers to interact with exasperating voice menus while ensuring they reach the correct representative.
2Reliability
If callers are placed on-hold in queue while waiting for a service agent, then they can be connected to an available representative, but the waiting experience becomes exasperating
Solution Approach 1:
The system performs preliminary actions by pre-processing caller information, pre-determining the appropriate service representative, and preparing the connection before the caller needs to wait. This allows the system to minimize or eliminate hold time while ensuring reliable connection to the correct representative, thereby improving both connection reliability and waiting experience.
Solution Approach 2:
The patent implements a self-service mechanism where the system automatically manages the queuing and routing process without requiring active participation from the caller. The system independently handles caller prioritization, representative matching, and connection establishment, transforming the traditionally passive and exasperating hold experience into an automated, efficient process that serves the caller's needs without their direct involvement.
3Productivity
If customers share personal identifying information or financial data with enterprises, then they can receive service or perform transactions, but they lose control over what is done with their data
Solution Approach 1:
The patent segments customer data into distinct categories (personal identifying information, financial data, transaction history, etc.) and implements separate access controls and management protocols for each segment. This allows customers to maintain control over specific data types while still enabling efficient service transactions by providing appropriate access to necessary information segments, thus resolving the contradiction between transaction efficiency and data control.
Solution Approach 2:
The system dynamically changes data access parameters based on the specific service transaction context. Instead of giving enterprises blanket access to all customer data, the system adjusts access permissions, retention periods, and usage rights according to the specific transaction requirements, thereby maintaining both service efficiency and customer data agency through flexible, context-aware parameter management.
Data Source
AI summary
A system and method for secure storage and management of transitory data, comprising at least a profile manager, a callback manager, a context analysis engine, and a vault manager, which allows a user to create a data container to store data preferences, which encrypts the data stored within a data container, which creates a password for accessing the data container, which temporarily stores the data container, which manages data container interactions between the system user and a second user, such as a business enterprise, and which establishes default preferences and creates a default container based upon context content data.