Social Messaging Hold System for Customer Care
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Solution Overview
Problem
In the context of customer care through web chat, social media, text, and messaging, existing systems face challenges in managing 'hold' situations efficiently, optimizing agent time, and maintaining customer satisfaction, particularly in non-real-time channels, where storage and processing resources are wasted by recording non-content messages, and there is a lack of effective pace normalization for omni-channel interactions.
Innovation Solution
The implementation of social messaging hold systems that provide comfort messages with decay, allowing agents to manage multiple interactions by setting appropriate response intervals, and leveraging omni-channel features to deliver personalized content during holds, while optimizing storage and processing by excluding comfort messages from transcriptions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If comfort messages are sent during hold situations to maintain conversation cadence, then customer satisfaction is improved, but storage and processing resources are wasted by recording non-content messages
Solution Approach 1:
The system automatically identifies comfort messages as a distinct category and excludes them from transcription storage. The server recognizes message types and selectively stores only relevant content-bearing messages, discarding comfort messages that serve their purpose of maintaining conversation cadence without needing permanent record.
Solution Approach 2:
The system extracts comfort messages from the overall message stream and handles them differently from content-bearing messages. By separating comfort messages into a distinct category, the system can maintain conversation cadence while avoiding the storage overhead of transcribing every single message.
2Productivity
If agents are required to take on multiple non-voice interactions to optimize agent time, then agent productivity is improved, but the pace of conversations becomes difficult to manage and customer satisfaction may deteriorate
Solution Approach 1:
The system automatically monitors message intervals and inserts comfort messages without requiring agent intervention. The server self-manages the pacing of conversations by detecting when intervals exceed thresholds and automatically sending appropriate comfort messages, freeing agents to focus on content-bearing interactions.
Solution Approach 2:
The system monitors the pace of interactions and provides feedback through automatic comfort message insertion when intervals become too long. This closed-loop approach ensures that agents receive guidance on maintaining appropriate conversation pace across multiple channels without requiring manual oversight.
3Loss of information
If the entirety of a conversation including non-content messages is recorded and stored, then complete conversation history is maintained, but transcription becomes more cumbersome and processing resources are wasted
Solution Approach 1:
The system applies different storage qualities to different message types. Comfort messages are excluded from permanent transcription storage while content-bearing messages are fully recorded. This selective approach maintains the essential conversation history while reducing transcription complexity and storage requirements.
Data Source
AI summary
Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based “hold” conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.