Interactive Text Stream Wait Treatments for Contact Centers
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Solution Overview
Problem
Contact center users often experience dissatisfaction during wait periods due to lack of engaging entertainment options, as traditional music-based wait treatments may not be enjoyable or practical for all users, especially with the increasing use of multi-function devices.
Innovation Solution
Implementing customizable interactive text stream wait treatments that allow users to select topics or categories, with text streams streamed to their devices, and utilizing eye movement analysis for intuitive control of text stream presentation, such as pace and category changes, through WebRTC technology.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If music is provided during wait periods, then users may be entertained, but many users do not enjoy the music or cannot listen in their location
Solution Approach 1:
The system provides multiple types of wait treatments (text streams, music, other content) through a single contact center platform, allowing the same system to serve different user preferences and environmental conditions. The ACCD can dynamically select and switch between different entertainment modalities based on user needs.
Solution Approach 2:
The wait treatment system dynamically adapts to user preferences and environmental conditions by allowing users to select their preferred content type and by providing real-time interaction capabilities. The system can change the type of entertainment provided during the wait period based on user feedback and conditions.
2Device complexity
If traditional telephones are used, then simplicity is maintained, but functional capabilities for diverse wait treatments are limited
Solution Approach 1:
The contact center system is designed to work with multiple device types (traditional telephones, smartphones, tablets, wearables) through a unified platform. The ACCD delivers various wait treatments through different device interfaces, making the system universally applicable across diverse device form factors without requiring users to change their devices.
3Ease of operation
If eye movement analysis is implemented for control, then intuitive control is achieved, but system complexity increases
Solution Approach 1:
The system replaces traditional mechanical or manual control interfaces (buttons, keyboards, voice commands) with optical-based eye movement analysis. By using the device's camera to detect eye movements and map them to control commands, the system achieves intuitive control without requiring physical interaction, substituting optical sensing for mechanical input methods.
4Ease of operation
If customizable text streams are provided, then user engagement is improved, but information delivery time increases
Solution Approach 1:
The system prepares and pre-loads text stream content and categories before the user needs them. When a user enters the wait period, the ACCD can immediately provide pre-prepared content without delay. The text streams are organized in advance by category and topic, allowing for rapid delivery and user selection.
Solution Approach 2:
The text stream delivery is designed to be continuous and seamless throughout the wait period. Once a user selects a category or topic, the system continuously provides relevant content without interruption or delay. The streaming nature of the content delivery ensures that useful information is provided throughout the entire wait period, maximizing engagement and minimizing perceived wait time.
Data Source
AI summary
Contact center interactive text stream wait treatments are disclosed. A user device initiates a communication interaction with an automated contact center device (ACCD). A text stream comprising a plurality of text components is from the ACCD during an agent wait period. The text components of the text stream are provided for presentation in a display area of a display during the agent wait period.