SMS-Based Customer Service Connection with Pre-Authentication
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Solution Overview
Problem
Current methods for customer service in financial transactions are inefficient, requiring users to navigate through IVR menus and authentication processes, leading to frustration and time consumption, especially when all agents are busy or network connectivity is poor.
Innovation Solution
A system and method that sends a message related to a financial transaction to a user's device with options to respond for connecting with a customer service representative, allowing for pre-authentication and direct context extraction, which is then sent to a Customer Service Centre to assign an appropriate representative, thereby bypassing the need for full menu navigation and repeated authentication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users navigate through IVR menus and authentication processes to connect with customer service representatives, then customer service can be provided, but user frustration increases and time consumption occurs
Solution Approach 1:
The system performs preliminary actions by extracting context information from the SMS message and pre-authenticating the user before the actual customer service interaction begins. The server system identifies the user from the registered mobile number, verifies authentication data, and extracts relevant transaction context in advance, so that when the user connects with the agent, all preparatory work is already completed.
Solution Approach 2:
The system enables self-service by automatically extracting user identity and transaction context from the SMS message without requiring manual input from the user. The server system autonomously processes the message, identifies the user, extracts authentication data, and retrieves relevant transaction information, eliminating the need for users to navigate IVR menus or repeatedly provide personal information.
2Reliability
If all customer service agents are busy handling calls from other customers, then comprehensive service coverage is maintained, but users experience extended waiting times
Solution Approach 1:
The system performs context extraction and user authentication in advance while the user is still reading the SMS message or before initiating the call. This preliminary processing ensures that when the user does connect with an agent, the context information is already prepared and transmitted to the Customer Service Centre, reducing the time the agent needs to spend on setup and authentication during the actual service interaction.
3Reliability
If users need to authenticate themselves and explain the whole issue during the call, then proper verification and issue resolution are ensured, but the process becomes time-consuming
Solution Approach 1:
The system extracts relevant context information directly from the SMS message, such as transaction details, account information, and user identity. This extracted context is then transmitted to the Customer Service Centre, eliminating the need for users to verbally explain their issues during the call. Only essential authentication verification is performed, significantly reducing the time required while maintaining reliability.
4Adaptability or versatility
If calls are disconnected due to poor network connectivity, then network flexibility is maintained, but users need to repeat the whole authentication and explanation process
Solution Approach 1:
The system performs user identification, authentication data extraction, and context retrieval in advance, before the actual customer service call begins. This preliminary processing ensures that even if the call gets disconnected, the user's context information is already stored on the server. When the user reconnects, the system can retrieve the pre-extracted context without requiring the user to repeat the authentication and explanation process.
Data Source
AI summary
Embodiments provide methods, and server systems connecting with a customer service representative/agent for a financial transaction. A method includes sending, by a server system, a message related to a financial transaction to a user device using a messaging protocol. The message includes at least one option to receive a response of the message from the user device for connecting with an agent. The method includes receiving the response of the message from the user device. The response includes an authentication data. The method includes verifying the authentication data. Upon successful verification, the method includes electronically extracting at least one context of the message from the response. The method includes sending the at least one context to a Customer Service Centre (CSC) server. The CSC server is configured to assign the agent to the user based on the at least one context for an upcoming conversation about the message.