Softphone Call Routing via Pre-Analyzed Customer Intent
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Solution Overview
Problem
Conventional customer support systems require customers to navigate through tedious automated menus to reach a suitable representative, leading to increased hold times and reduced customer satisfaction, as they often lack efficient methods to automatically determine customer intentions before routing calls.
Innovation Solution
A voice communication routing system integrated with information handling systems, such as personal computers or web servers, that uses VoIP technology and client-based softphone applications to route calls to appropriate customer support representative queues based on automatically determined customer intentions, eliminating the need for direct user input by displaying a 'Call Now' button conditionally and initiating a softphone call to a qualified representative.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If conventional automated menus are used to route customer support calls, then call routing capability is provided, but hold times increase and customer satisfaction decreases
Solution Approach 1:
The system performs preliminary actions by determining customer intentions and pre-routing calls to appropriate representative queues before the customer even initiates the call. The voice communication routing system analyzes customer input (such as website navigation, chat history, or email content) and identifies the intent, then proactively routes the call to the most suitable queue, eliminating the need for customers to navigate automated menus during the call itself.
Solution Approach 2:
The system enables self-service by allowing customers to provide information through alternative channels (website interactions, chat, email) before calling, so the routing system can automatically determine their needs without requiring them to navigate complex automated phone menus. The customer's previous interactions serve as the basis for automatic routing decisions.
2Measurement precision
If automated questioning systems are used to determine customer intentions, then call routing accuracy improves, but system complexity and questioning length increase
Solution Approach 1:
The voice communication routing system performs multiple functions using a single integrated platform. It can analyze various types of customer input (website navigation patterns, chat transcripts, email content, social media interactions) and determine customer intentions across different channels, eliminating the need for separate automated questioning systems for each channel.
Solution Approach 2:
The system uses an intermediary approach by leveraging existing customer interactions and data from other channels as mediators to determine customer intentions. Instead of directly questioning the customer during the call, the system uses previously collected data (website behavior, chat history, email content) as intermediaries to infer customer needs and route calls accordingly.
3Measurement precision
If extensive automated questioning is used before routing, then representative matching accuracy improves, but first call resolution decreases due to customer frustration
Solution Approach 1:
The system performs the intention determination and representative matching actions before the customer places the call. By analyzing customer interactions from previous channels (website, chat, email) and determining their intent in advance, the system ensures that customers are routed to the most qualified representative immediately upon call connection, achieving both high matching accuracy and high first call resolution rates.
Solution Approach 2:
The system skips the traditional automated questioning process entirely by rushing through to direct routing based on pre-analyzed customer data. Instead of making customers answer multiple questions during the call, the system has already determined their intentions from alternative channels and directly connects them to the appropriate representative, maintaining accuracy while improving customer experience.
Data Source
AI summary
A method of routing a voice communication from a web page to one of a plurality of queues includes determining a plurality of variables for routing the voice communication, and assigning a default value to each variable for the web page so that the voice communication can be routed to one of the queues regardless of whether the first value has been ascertained.