Speech Analytics Callback System for Contact Centers
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Solution Overview
Problem
Contact centers face challenges in managing calls when the number of incoming calls exceeds available agents, leading to prolonged hold times, which frustrate customers and result in hang-ups, as existing solutions do not effectively offer callbacks to impatient callers.
Innovation Solution
Implementing a speech analytics system that monitors callers on hold for keywords indicating frustration, allowing them to request callbacks through an interactive voice response system, which records their preferred callback time and number, providing multiple opportunities for callbacks beyond the initial hold decision.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If callers are placed on hold until an agent becomes available, then all calls can be handled by available agents, but callers become frustrated and hang up due to prolonged wait times
Solution Approach 1:
The system performs preliminary action by offering a callback option to callers before they enter the hold queue. This allows the caller to opt-out of the hold queue in advance, preventing frustration before it occurs. The callback request is captured and processed ahead of time, so when an agent becomes available, the system can immediately initiate the callback rather than having the caller wait passively.
Solution Approach 2:
The callback mechanism serves as an intermediary between the caller and the agent availability. Instead of directly placing the caller on hold and waiting for agent availability, the system introduces a callback intermediary that can notify the caller when an agent becomes available, thereby reducing the caller's perceived wait time and frustration while maintaining full call handling capacity.
2Reliability
If callers are offered a callback option initially, then caller frustration is reduced, but many callers still remain on hold without further callback opportunities and become frustrated
Solution Approach 1:
The system implements periodic action by offering callback opportunities at multiple intervals during the hold period. Instead of a single initial callback offer, the system periodically checks on callers in the queue and offers additional callback opportunities. This periodic re-offering of callbacks maintains caller retention without requiring a completely complex new system, building upon the existing callback infrastructure.
Solution Approach 2:
The system uses feedback by monitoring caller status and queue conditions to dynamically determine when to offer additional callback opportunities. The system receives feedback from the queue management system about wait times and agent availability, and uses this feedback to trigger appropriate callback offers to callers, creating a responsive system that adapts to changing conditions without excessive complexity.
3Reliability
If the system monitors callers on hold for frustration keywords, then callbacks can be offered at the right moment, but system complexity increases
Solution Approach 1:
The system replaces mechanical monitoring methods with speech analytics technology. Instead of using simple queue position tracking or fixed time intervals to determine when to offer callbacks, the system uses automated speech recognition and natural language processing to analyze caller audio in real-time. This substitution of mechanical systems with intelligent analytics provides more accurate callback timing while the automation reduces the need for manual intervention, balancing complexity with effectiveness.
Data Source
AI summary
Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.