Session Management System for Contact Center Channel Optimization
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
The availability of multiple communication channels can overwhelm customers, leading to confusion, frustration, and dissatisfaction, as they struggle to navigate through various channels to interact with contact centers, and often receive redundant information across different platforms.
Innovation Solution
A system that includes user and agent session management modules to facilitate seamless communication by selecting the optimal communication channel based on user preferences, location, and service needs, allowing for concurrent voice and data transmission, and providing personalized interactions through mobile devices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple communication channels are provided to customers, then service flexibility and customer satisfaction are improved, but system complexity and customer confusion increase
Solution Approach 1:
The patent introduces a session management system as an intermediary that automatically manages multiple communication channels. This system includes a session manager that coordinates voice channels, data channels, and messaging channels, preventing customer confusion while maintaining service flexibility. The intermediary handles channel selection and coordination behind the scenes, allowing customers to benefit from multiple channels without experiencing the complexity.
2Adaptability or versatility
If multiple communication channels are provided to customers, then service flexibility is improved, but ease of operation deteriorates
Solution Approach 1:
The session management system operates autonomously to manage communication channels without requiring customer intervention. The system automatically selects appropriate channels, coordinates transmissions, and manages session states based on predefined rules and real-time conditions. This self-service approach allows the system to handle multiple channels efficiently while keeping the customer experience simple and easy to operate.
3Productivity
If concurrent voice and data transmission is enabled, then communication efficiency is improved, but information redundancy increases
Solution Approach 1:
The patent merges multiple communication channels into a unified session managed by the session manager. Voice channels, data channels, and messaging channels are combined under a single session context, allowing concurrent transmission while preventing redundancy. The session manager coordinates these merged channels to ensure information is transmitted efficiently across appropriate media without duplicating content unnecessarily.
Data Source
AI summary
Embodiments of the invention are directed to a method of providing a service to a user of a mobile communication device. A selection a service may be received. An optimal option for providing a selected service may be determined and displayed on a mobile communication device. A session including a voice communication channel and a data communication channel may be established and used to provide a selected service.