Temporary Agent Access Numbers for Seamless Web-to-Voice Session Handoff
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Solution Overview
Problem
Automated telephone-based customer support systems often lead to frustration due to unsuccessful IVR interactions and long wait times, and there is a need to seamlessly transition from self-service web interactions to agent-assisted service, requiring efficient communication of user session data to human agents.
Innovation Solution
A system and method that generates temporary agent access numbers to establish communication channels between users and human agents, associating user session data with agent-assisted sessions, and communicating this data during the session to facilitate smooth transitions from self-service web interactions to agent-assisted service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If automated telephone-based customer support systems (IVR) are used to handle calls, then self-service capability is improved, but customer frustration increases due to unsuccessful interactions and long wait times
Solution Approach 1:
The patent introduces a web-based self-service portal as an intermediary between the customer and the automated telephone system. This web portal handles complex information retrieval and processing tasks that were previously burdening the IVR system, thereby reducing customer frustration while maintaining self-service capability. The web interface serves as a mediator that can present information more effectively than voice-based IVR.
2Loss of information
If customers are directed to use web-based self-service systems, then information availability is improved, but wait times may increase if agent-assisted service is subsequently required
Solution Approach 1:
The patent implements preliminary action by having customers complete web-based self-service tasks before potentially requiring agent assistance. The system captures and stores interaction data during the web session, so when a customer transitions to agent-assisted service, the agent already has access to relevant information and the customer's progress. This preliminary web interaction reduces the information gap and prepares the system for faster agent handoff.
Solution Approach 2:
The system provides feedback mechanisms that track customer progress through the web self-service portal and automatically determine when agent assistance is needed. This feedback loop allows the system to monitor interaction success and seamlessly transition customers to human agents when web-based resolution is not achieved, minimizing unnecessary wait times.
3Stability of the object's composition
If unique identification systems are implemented to match web interactions with voice interactions, then service continuity is improved, but system complexity increases
Solution Approach 1:
The patent employs a universal session identification system that works across multiple channels (web portal, voice IVR, mobile applications). A single session ID generated during web interaction can be used to track and match subsequent voice interactions, creating a multi-functional identification mechanism. This universal approach maintains service continuity without requiring separate identification systems for each interaction channel, thereby limiting the increase in system complexity.
Data Source
AI summary
A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session.