Consumer Profiling via Session ID Linking in Call Centers
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Solution Overview
Problem
Existing systems fail to effectively provide merchants with detailed consumer information during online transactions, as caller ID information is often unreliable and consumers are hesitant to provide identifying details, limiting agents' ability to tailor interactions and enhance sales.
Innovation Solution
A profiling system that associates a telephone number with a consumer's website session, allowing the analysis of browsing history and session data to be used by agents to enhance interactions, including selecting appropriate agents and applying marketing algorithms based on consumer behavior.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If caller ID information is used to identify consumers, then agents can access consumer information, but the information may be unreliable and not actually identify the caller
Solution Approach 1:
The patent introduces a session ID as an intermediary mechanism. Instead of relying directly on caller ID, the system uses a session ID that is passed from the web browser through the IVR system to the agent desktop. This session ID serves as a reliable mediator that accurately links the caller to their web session without the reliability issues of caller ID
Solution Approach 2:
The patent replaces the mechanical/technical system of caller ID identification with an information-based system using session IDs. The session ID mechanism substitutes for the flawed caller ID approach, providing accurate consumer identification through data association rather than telephone network identification
2Loss of information
If agents ask consumers for identifying information, then they can access consumer data, but consumers are hesitant to provide information unless highly interested
Solution Approach 1:
The system performs preliminary action by automatically capturing and storing the session ID during the consumer's web browsing activity, before the consumer ever places a phone call. This eliminates the need for consumers to provide identifying information during the call, as the system has already associated the session data with the caller
Solution Approach 2:
The system enables self-service by automatically linking the consumer's web session to their phone call through the session ID mechanism. The consumer does not need to manually provide identifying information; the system autonomously retrieves and presents the relevant browsing data to the agent
3Loss of information
If solicited identifying information is used, then consumer data can be accessed, but no insight into browsing activities is provided unless related to completed transaction
Solution Approach 1:
The session ID mechanism provides universal access to browsing data for all consumers regardless of transaction status. The system can retrieve and present browsing activity information for consumers who are merely browsing, as well as those who have made purchases, making the identification system versatile across different consumer behaviors
Data Source
AI summary
A method of providing information related to a user's web browser session to an agent, while the agent is processing a call from the user, includes creating an association between a telephone number and the user's web browser session. The user employs the telephone number to place a telephone call. The method further includes receiving the telephone call from the user, and determining, upon receipt of the telephone call from the user, the telephone number with which the user placed the call. The method further includes using the determined telephone number and the association to identify the information related to the user's web browser session. The method also includes routing the telephone call and the information related to the user's web browser session to the agent.