Supplemental-Digit IVR Routing for Faster Support Call Authentication
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
The inefficiency and redundancy in identity authentication at the beginning of call center calls, often requiring redundant explanation of user intent due to prior interactions on websites or mobile apps, prolonging the time to address user concerns.
Innovation Solution
A facility that integrates a control on websites or mobile apps to expedite call center calls by encoding user identity, authentication status, and intent into supplemental digits, using either autonomous or dynamic caller codes, which are decoded by the IVR system to provide necessary information to agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional identity authentication procedures are used at the beginning of call center calls, then security and verification are ensured, but call duration and user wait time increase
Solution Approach 1:
The system performs identity authentication and intent recognition actions before the call is established. The IVR system decodes supplemental digits containing pre-encoded identity information and authentication status, allowing the agent to receive already-authenticated caller information at the start of the call, thus eliminating the need for redundant authentication during the call
Solution Approach 2:
The patent introduces supplemental digits as an intermediary carrier that transports encoded identity information, authentication status, and intent data from the caller's device to the IVR system. This intermediary mechanism enables seamless transfer of authentication data without requiring direct interaction between the caller and agent for verification
2Reliability
If redundant identity verification is performed despite prior electronic interactions, then security is maintained, but efficiency and user experience deteriorate
Solution Approach 1:
The system utilizes feedback from the caller's prior electronic interactions with the organization's website or mobile app. The supplemental digits encode information about the caller's identity, authentication level, and intent based on their previous actions, allowing the IVR system to adjust the authentication process accordingly and provide personalized service
3Measurement precision
If detailed identity information is collected during the call, then comprehensive verification is achieved, but call setup time and processing latency increase
Solution Approach 1:
The system collects and encodes detailed identity information, authentication status, and intent data into supplemental digits before the call is established. The IVR system decodes this pre-collected information immediately upon call setup, allowing the agent to receive comprehensive verification data without the caller needing to provide this information during the call
Data Source
AI summary
A facility for assisting in the handling of a telephone call is disclosed. The facility receives the telephone call. As part of the telephone call, the facility receives a supplemental dialing sequence, and discerns a value to which the supplemental dialing sequence corresponds. The facility uses the discerned value to retrieve information relevant to the use of a user computing system placing the telephone call, and causes the retrieved information to be displayed to a person to whom the received call is routed.