Telephony Help Request Generator for Network-Based Expert Support
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Solution Overview
Problem
Conventional telephony applications require costly help-desk personnel to handle exceptional cases, making them prohibitively expensive and limiting the deployment of such applications, as users have limited options beyond hanging up and retrying when facing issues.
Innovation Solution
A system and method that connects users to a help request generator, which accesses a database of potential helpers, allowing users to select and contact experts within their social or professional networks for assistance, eliminating the need for dedicated help-desk personnel.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If help-desk personnel are provided to handle exceptional cases, then user support quality is improved, but operational costs increase significantly
Solution Approach 1:
The system enables users to independently resolve issues by connecting them with experts from their own social networks. Users initiate help requests through the telephony application, select from suggested experts or enter custom contact information, and receive assistance directly without organizational overhead. This self-service model eliminates the need for paid help-desk personnel while maintaining support quality.
Solution Approach 2:
The telephony application acts as an intermediary platform that facilitates connections between users and experts. The system provides the infrastructure for matching users with appropriate experts, managing communications, and coordinating help delivery. This intermediary role replaces traditional help-desk personnel while preserving the ability to deliver quality support.
2Ease of operation
If dedicated help-desk staff are employed, then user assistance is ensured, but deployment costs become prohibitive
Solution Approach 1:
Users independently access help functionality within the telephony application by pressing a key sequence or selecting from a menu. The system automatically processes help requests, matches users with experts, and manages the interaction. This self-service approach eliminates the need for organizational structures to manage help-desk operations.
Solution Approach 2:
The telephony application performs multiple functions: it provides the primary telephony service, manages help requests, connects users with experts, and coordinates assistance delivery. This multi-functional platform replaces the need for separate help-desk infrastructure and personnel.
3Reliability
If help-desk personnel are provided, then exceptional cases are handled, but cost savings are reduced
Solution Approach 1:
The system enables users to independently initiate and manage help requests for exceptional cases. Users can select from suggested experts or provide custom contact information, and the system automatically routes and manages the interaction. This eliminates the need for paid help-desk personnel to handle exceptional cases while maintaining reliable resolution.
Solution Approach 2:
The telephony application serves as an intermediary that manages exceptional case handling between users and experts. It provides the infrastructure for routing help requests, matching users with appropriate experts, and coordinating resolution. This intermediary function replaces traditional help-desk personnel while maintaining cost efficiency.
Data Source
AI summary
A method (and system) of requesting help includes connecting a user to a help request generator, accessing, by the help request generator, a database including a list of helpers, selecting at least one helper from the list of helpers, and transmitting a help request from the help request generator to the at least one helper.