SMS Inquiry Routing via Satisfaction Evaluation
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Solution Overview
Problem
Existing SMS-based customer support systems often require users to navigate through complex IVR systems or wait in long queues to reach a live agent, while also relying on limited automated responses that may not fully address user inquiries, leading to inefficiencies in customer service.
Innovation Solution
A method and apparatus that receive and process user-submitted SMS messages to determine whether an automated response or live agent is required, using a message processing system to identify keywords and forward inquiries to appropriate agent queues based on skill sets, ensuring efficient routing and response generation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated responses are used to handle user inquiries, then response time is reduced and operational efficiency is improved, but the quality and relevance of the response may be insufficient to fully address complex user needs
Solution Approach 1:
The patent introduces an intermediary evaluation mechanism that assesses whether an automated response adequately addresses the user inquiry. This intermediary layer (satisfaction determination module) acts as a mediator between the automated response system and the user, evaluating response quality and routing to live agents when the automated response is insufficient, thus maintaining both efficiency and reliability
2Reliability
If all user inquiries are routed to live agents, then response quality is ensured, but wait time increases and operational efficiency decreases
Solution Approach 1:
The patent segments the customer service system into multiple channels (automated response channel and live agent channel) based on inquiry complexity and automated response satisfaction. Simple inquiries that are adequately handled by automated responses are routed through the automated channel, while complex or unsatisfied inquiries are segmented to the live agent channel, reducing overall wait time while maintaining quality
3Measurement precision
If complex IVR systems are implemented to route users to appropriate departments, then routing accuracy is improved, but system complexity increases and ease of operation deteriorates
Solution Approach 1:
The patent replaces the traditional mechanical IVR system (phone key pressing and voice navigation) with an SMS-based text interface. This substitution allows for more accurate and flexible routing decisions through text-based inquiry analysis while maintaining ease of operation through simple text messaging, eliminating the complexity of navigating traditional IVR systems
4Ease of operation
If SMS-based messaging is used instead of voice calls, then user convenience and operational efficiency are improved, but the ability to handle complex inquiries may be limited
Solution Approach 1:
The patent creates a universal SMS-based platform that can handle multiple types of inquiries (technical support, billing, account management, etc.) through text messaging. The system is designed to be multi-functional, accommodating various inquiry complexities and types while maintaining the convenience of SMS communication, thus achieving both ease of operation and adaptability
Data Source
AI summary
At least one inquiry message is received from a user device in the form or a text message, email or other communication message format. The message may be received and processed to identify the content of the inquiry message to determine whether the inquiry message should be transferred to a live agent queue or whether the inquiry message should be responded to with an automated response stored in a database. In the case of the automated message failing to address the user's inquiry or if the automated responses do not appear to be relevant based on the comparison of the message content to automated response content then transmitting the inquiry message to the live agent queue.