SIP Signaling Embeds Customer Context Data for Live Agents
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Solution Overview
Problem
Current contact center systems face inefficiencies due to the siloed nature of data across multiple communication channels, requiring third-party applications for data delivery and resulting in increased costs and points of failure.
Innovation Solution
An automated system that captures and transmits customer context data using WebRTC and SIP protocols, embedding context descriptions into signals for seamless delivery to live agents, reducing the need for third-party APIs and hardware, and enabling multi-channel interactions like voice, chat, and video.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If third-party call control applications are used to deliver data in VoIP/TDM contact centers, then data delivery capability is achieved, but device complexity and costs increase
Solution Approach 1:
The patent merges the data delivery function with the existing SIP signaling protocol by embedding context data directly into SIP messages. This eliminates the need for separate third-party call control applications, reducing system complexity while maintaining data delivery capability across contact center channels.
Solution Approach 2:
The SIP protocol is enhanced to serve multiple functions: it not only handles traditional call signaling but also carries customer context data, interaction history, and account information. This multi-functional approach eliminates the need for dedicated data delivery applications.
2Ease of manufacture
If data is stored and delivered separately in siloed channels, then channel-specific data storage is simplified, but overall system reliability decreases due to multiple points of failure
Solution Approach 1:
The patent combines data from multiple siloed channels (voice, email, chat, social media) into a unified customer context profile that is delivered through a single integrated mechanism. This consolidation reduces the number of separate data delivery points and eliminates multiple failure points while maintaining comprehensive data coverage.
3Ease of operation
If WebRTC is used to bring telephony through a browser, then ease of operation improves, but device complexity increases due to legacy telephony environment disruption
Solution Approach 1:
The patent uses SIP as an intermediary protocol that bridges the modern WebRTC browser-based telephony with existing contact center infrastructure. This allows seamless integration of web-based communication channels with legacy systems, maintaining ease of operation while managing system complexity through a standardized signaling layer.
Data Source
AI summary
According to an embodiment of the present invention, a system and method for transmitting context data during an automated customer interaction comprises: a computer store containing data, for each customer, defining a customer's historical interactions with an entity and account information, a computer processor, coupled to the computer store and programmed to: receive, via an electronic input, a contact from a customer via an electronic communication channel; automatically capture current interaction data between the customer and an automated interactive entity; receive an electronic request for a live agent from the customer; retrieve, from the computer store, historical interaction data from a prior customer contact and account information; generate context description that comprises information from the current interaction data, historical interaction data and account information; embed the context description into a signal as a header; and transmit the signal with the context description to the live agent.