Context-Aware Telephony Redirection to Messaging
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Solution Overview
Problem
Existing interactive voice response (IVR) telephony systems often waste time with lengthy menu options and can frustrate callers with long hold times, while messaging services offer more efficient asynchronous communication but lack standardized integration with telephony environments.
Innovation Solution
A context-aware caller redirection system that integrates telephony and messaging environments by using call context, caller history, and device information to seamlessly transition callers from IVR systems to messaging services, such as SMS, MMS, or rich text messaging.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If traditional IVR telephony systems are used to service call volumes, then automated call handling capability is improved, but caller wait time and frustration increase
Solution Approach 1:
The patent introduces a messaging system as an intermediary between the IVR telephony system and human operators. Callers are redirected from the telephony environment to a messaging environment where they can communicate asynchronously with operators, eliminating the need for real-time hold waits while maintaining automated routing capabilities.
Solution Approach 2:
The system performs preliminary actions by capturing caller information and context during the IVR interaction, then proactively redirects callers to messaging before they would experience long hold times. This allows the system to prepare and transition the communication channel in advance, reducing perceived wait time.
2Adaptability or versatility
If extensive menu options are provided in IVR systems, then service coverage is improved, but caller navigation time increases
Solution Approach 1:
The patent extracts the navigation burden from the telephony environment by redirecting callers to a messaging interface where extensive menu options and information can be presented in a more efficient, scrollable, and selectable format. This separates the information delivery function from the real-time voice interaction constraint.
Solution Approach 2:
The system transitions the interaction from a linear, time-based voice menu structure to a two-dimensional text-based interface where callers can visually scan, search, and jump to relevant options. This dimensional change allows comprehensive service coverage without proportional increases in navigation time.
3Ease of operation
If callers are placed on hold to speak with human operators, then customer service quality is improved, but caller frustration increases
Solution Approach 1:
The messaging system serves as an intermediary communication channel between callers and human operators, replacing the hold queue mechanism. Callers receive immediate acknowledgment and can communicate at their own pace, eliminating the stress of real-time waiting while maintaining direct access to human assistance.
Solution Approach 2:
The system implements periodic updates and notifications to callers during the transition and connection process, providing status information and managing expectations. This periodic feedback reduces uncertainty and frustration compared to silent hold periods.
Data Source
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AI summary
A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.