Self-Service On-Hold Feature for Customer Interaction Management
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Solution Overview
Problem
Customers are often frustrated by long wait times in customer service contact centers because they cannot engage in self-service options after requesting an agent, leading to wasted time and increased call volumes.
Innovation Solution
A customer interaction management system that allows customers to opt out of automated self-service and engage in a separate self-service feature via a different communication channel while waiting in a queue, maintaining their place and potentially resolving issues before speaking with an agent.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customers are placed on hold after requesting an agent, then they can wait for agent availability, but they cannot engage in self-service options and experience increased wait time frustration
Solution Approach 1:
The patent introduces a second communication channel (text-based messaging) alongside the traditional voice channel, allowing customers to engage in self-service activities during hold time. This dimensional addition enables simultaneous queue waiting and self-service interaction without conflict.
Solution Approach 2:
The system enables customers to perform self-service tasks independently while on hold by providing access to account information, transaction details, and common troubleshooting resources through the secondary messaging channel, reducing dependency on agent assistance for routine inquiries.
2Productivity
If traditional automated self-service is offered before agent queue, then customers can resolve simple issues, but those who opt out cannot re-engage in self-service during hold time
Solution Approach 1:
The system dynamically adapts the self-service offering based on customer preferences and hold time duration. Customers who initially opt out of automated self-service can later re-engage through the messaging channel if their issue remains unresolved or if they change their mind, providing flexible entry and exit points from self-service.
Solution Approach 2:
The system prepares and makes available self-service resources and account information in advance during the hold period, allowing customers to immediately begin self-service tasks without additional setup or authentication delays when they choose to engage.
3Reliability
If customers wait in queue for extended periods, then agent availability is ensured, but customer satisfaction decreases and call termination increases
Solution Approach 1:
The system maintains continuous productive engagement for customers during the entire hold period by providing ongoing access to account information, transaction status, and self-service tools through the messaging channel, transforming idle wait time into productive self-service opportunity.
Solution Approach 2:
The system provides real-time feedback to customers during hold time through the messaging channel, including queue position updates, estimated wait time revisions, and notifications when agents become available, allowing customers to make informed decisions about continuing to wait or attempting self-service.
Data Source
AI summary
The invention relates to a customer interaction management system that comprises a memory, an input and a computer processor programmed to: interact, via a first communication channel, with the customer via an automate self-service feature; receive a customer input to opt out of the automated self-service feature; place the customer in a queue with an estimated wait time; determine whether the estimated wait time exceeds a threshold wait time; engage the customer in a self-service on hold feature via a second communication channel separate from the first communication channel; and maintain the customer's place in the queue while the customer interacts with the self-service on hold.