Session Collaborator for Proactive Customer Service
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Solution Overview
Problem
Conventional methods for providing information to customers are passive, lacking proactive customer service and convenience, as they require customers to initiate searches for information and cannot directly contact them with new or additional information.
Innovation Solution
A system and method for real-time and asynchronous collaboration between company representatives and customers, using a shared message queue, security and authentication protocols, and various communication channels to proactively deliver information and assist with inquiries, enabling agents to initiate conversations and provide support through messaging, video conferencing, and other interactive tools.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If conventional passive information provision methods are used, then system complexity is reduced, but customer service quality and information delivery efficiency deteriorate
Solution Approach 1:
The patent introduces a session collaborator as an intermediary component that bridges customers and company representatives. This collaborator manages communication sessions, coordinates information delivery, and facilitates interactions without requiring complex direct integration between all system components. The collaborator acts as a mediator that simplifies the overall system architecture while enabling proactive customer service capabilities.
Solution Approach 2:
The session collaborator incorporates self-service capabilities by automatically managing session lifecycles, handling routine customer inquiries, and coordinating information delivery without requiring constant human intervention. This automation reduces system complexity while maintaining high service quality through intelligent self-management of customer interactions.
2Ease of operation
If customers must initiate searches for information, then system resources are conserved, but customer convenience and service responsiveness deteriorate
Solution Approach 1:
The system enables preliminary action by allowing company representatives to proactively initiate communication sessions and deliver information to customers before customers need to search for it. The session collaborator facilitates this by managing outbound communication channels and coordinating timely information delivery, eliminating customer search time while maintaining efficient resource utilization through targeted proactive engagement.
3Productivity
If company representatives can proactively contact customers, then customer service responsiveness improves, but system complexity and communication infrastructure requirements increase
Solution Approach 1:
The session collaborator is designed as a universal component that handles multiple communication functions including initiating sessions, delivering information, coordinating representatives, and managing various communication channels. This multi-functional approach consolidates infrastructure requirements into a single versatile system that enables proactive customer contact without proportionally increasing overall system complexity.
Data Source
AI summary
A method and system for establishing an electronic communication channel between an agent of a first entity and a second entity is provided, including: linking the second entity to the agent of the first entity when a trigger is sent by the second entity; providing one or more software programs over the electronic communication channel to the second entity; initiating an exchange by the agent of the first entity to the second entity; and sending one or more messages over the communication channel between the agent from the first entity and the second entity. The system includes a database containing a link between the agent of the first entity and the second entity. The system also includes a server configured to establish an electronic communication channel between the agent of the first entity and the second entity when a trigger is sent by the second entity.