Simulated Communication Interface for Reconnecting Terminated Calls
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Solution Overview
Problem
Existing call center systems fail to reconnect with users who experience terminated communications, such as hung-up calls, lost chat sessions, or disconnected emails, and lack a unified interface for reconnecting across different communication types.
Innovation Solution
A system and method for simulating communications, including a reservation module that generates simulated communication information and graphical data to create the appearance of ongoing interactions, allowing agents to reconnect with users through a graphical user interface, enabling proactive reinitiation of communications across various channels like phone calls, chats, and emails.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If existing call center systems are used, then communications can be received and processed, but terminated communications cannot be reconnected with users
Solution Approach 1:
The system performs preliminary actions by detecting communication terminations and pre-generating simulated communication interfaces before actual reconnection is needed. The reservation module identifies terminated communications and creates simulated communication information in advance, allowing agents to reconnect with users who hung up or disconnected.
Solution Approach 2:
The system creates a copy of the communication interface by generating simulated communication information that replicates the appearance of an ongoing communication. This simulated interface mirrors the structure and functionality of actual communications, enabling agents to reconnect without requiring the original communication channel to be active.
2Ease of operation
If existing call center systems are used, then various communication types can be received, but no unified interface exists for reconnecting across different communication types
Solution Approach 1:
The reservation module provides a universal interface that handles multiple communication types (phone calls, chats, emails) through a single unified system. This multi-functional module can detect and manage terminated communications across different channels, eliminating the need for separate reconnection processes for each communication type.
Solution Approach 2:
The system merges different communication reconnection functions into a single integrated module. By combining phone call reconnection, chat reconnection, and email reconnection capabilities into one reservation module, the system reduces operational complexity and provides agents with a unified approach to handling all types of terminated communications.
3Productivity
If call centers attempt to respond to all users including terminated communications, then customer service coverage is improved, but existing systems lack the capability to reconnect with terminated users
Solution Approach 1:
The system implements feedback mechanisms by detecting communication terminations and automatically triggering reconnection processes. The reservation module receives feedback about terminated communications and responds by generating simulated communication interfaces, creating a closed-loop system that continuously improves communication response rates.
Data Source
AI summary
A system for simulated communication is described. A simulator module generates simulated communication information. A Graphical User Interface module (“GUI module”) generates graphical data based at least in part on the simulated communication information. The graphical data creates the appearance of an ongoing communication between a reserved agent and a third party user that is not yet occurring. The GUI module sends the graphical data to a display associated with the reserved agent device so that the display depicts a simulated communication.