Smart Callback Scheduling via Blockchain Ledger
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Solution Overview
Problem
Existing contact center systems are cumbersome for users due to complex voice prompt menus and lengthy wait times while queuing for service representatives, with secondary queue systems only partially alleviating the inconvenience of waiting on-hold.
Innovation Solution
A callback management system utilizing a callback cloud, digital ledger, and smart callback contracts that autonomously manages user requests through an automated workflow, connecting users and brands efficiently by scheduling callbacks based on availability and reducing wait times.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If voice prompt menus are used to channel callers to the appropriate service agent queue, then callers can be directed to the correct service representative group, but the navigation process becomes time-consuming and frustrating for clients
Solution Approach 1:
The patent extracts the queue access function from the traditional voice prompt menu system. Instead of requiring callers to navigate through layered voice menus, the system allows direct access to queue information and callback scheduling through a simplified interface, removing the time-consuming menu navigation step while preserving the ability to direct callers to appropriate service groups.
Solution Approach 2:
The system performs preliminary actions by providing callers with queue status information and callback scheduling options before they would traditionally need to navigate voice menus. Callers can pre-schedule callbacks or check wait times in advance, eliminating the need to spend time navigating menus during the actual call attempt.
2Reliability
If callers are placed on-hold in queue while waiting for a service representative, then they can be connected to an available agent, but the waiting time exacerbates client frustration
Solution Approach 1:
The system allows callers to pre-schedule callbacks before needing service. By performing the callback scheduling action in advance, callers avoid the need to wait on-hold altogether. The system calculates estimated wait times and allows callers to select a convenient callback time, ensuring connection to service representatives while eliminating frustrating hold times.
Solution Approach 2:
The callback system acts as an intermediary between the caller and the service representative queue. Instead of directly placing callers on-hold in the traditional queue, the system mediates by scheduling callbacks at optimal times when service representatives are available, thus preserving reliable connection while eliminating wait time frustration.
3Ease of operation
If secondary queue systems are implemented to reduce hold-time frustration, then callers can disconnect and be called back later, but the inconvenience of navigating complex voice prompt menus remains unaddressed
Solution Approach 1:
The patent extracts the callback scheduling function from the complex voice prompt menu system. By separating the queue access function from menu navigation, the system allows callers to schedule callbacks through a simplified process while maintaining the ability to route to appropriate service groups, thus improving ease of operation without eliminating the underlying menu complexity.
Solution Approach 2:
The system performs preliminary queue status checks and callback scheduling before callers would need to navigate the full voice menu system. By providing advance information about wait times and allowing pre-scheduling, the system reduces the need for callers to interact with complex menus, thereby improving ease of operation while the menu structure itself remains in place.
Data Source
AI summary
A system and method for callback management, utilizing a callback cloud, a digital ledger, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. The system may comprise callback cloud, that may further comprise a callback manager, a brand interface server, an interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.