Unified Customer Service Interface Reducing Data Duplication

Solution Overview

Problem

Customer service agents face inefficiencies due to the duplication of data entry across multiple computer applications and tools, leading to resource waste and time-consuming switching between applications during service sessions.

Innovation Solution

A method that displays multiple input process fields associated with customer service steps concurrently, allowing for information sharing with designated computer tools and record-keeping systems, with features like a password manager for easy login and a notation template tool for standardized note-taking, reducing data duplication and enhancing workflow.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If multiple computer applications are used to service customers, then comprehensive customer service functionality is achieved, but data duplication and resource consumption increase

Engineering Contradiction:

Improvecustomer service functionalityVSAvoidresource consumption

Core Design Contradiction:

Adaptability or versatilityVSLoss of energy

Solution Approach 1:

The patent combines multiple separate computer applications into a single integrated customer service application. This integration allows agents to access customer records, situational records, notations, and group-specific data within one unified interface, eliminating the need to switch between multiple applications and reducing data duplication while maintaining comprehensive service functionality

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The integrated customer service application performs multiple functions that previously required separate applications. It simultaneously manages customer records, situational records, notations, and group-specific data, allowing a single application to serve universal customer service needs across different departments and functions

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Adaptability or versatility

If multiple computer applications are used to service customers, then comprehensive customer service functionality is achieved, but time spent switching between applications increases

Engineering Contradiction:

Improvecustomer service functionalityVSAvoidtime spent switching applications

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

The patent combines multiple separate computer applications into a single integrated customer service application. This integration allows agents to access customer records, situational records, notations, and group-specific data within one unified interface, eliminating the need to switch between multiple applications and reducing data duplication while maintaining comprehensive service functionality

Inventive Principle:

Principle #5Merging (Combining)

3Reliability

If data is entered into multiple separate systems, then comprehensive record keeping is achieved, but data duplication and inefficiency increase

Engineering Contradiction:

Improverecord keepingVSAvoiddata entry efficiency

Core Design Contradiction:

ReliabilityVSProductivity

Solution Approach 1:

The patent combines multiple separate computer applications into a single integrated customer service application. This integration allows agents to access customer records, situational records, notations, and group-specific data within one unified interface, eliminating the need to switch between multiple applications and reducing data duplication while maintaining comprehensive service functionality

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The integrated customer service application performs multiple functions that previously required separate applications. It simultaneously manages customer records, situational records, notations, and group-specific data, allowing a single application to serve universal customer service needs across different departments and functions

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS7783574B2Shared information notation and tracking

Publication Date: 2010.08.24 BELLSOUTH INTELLECTUAL PROPERTY CORPORATION(US)

AI summary

Embodiments of the present disclosure provide methods for sharing information during a customer service session. In this regard, one embodiment of such a method comprises the steps of: displaying a plurality of consumer service input process fields associated with a plurality of consumer service process steps, where the plurality of input process fields are displayed concurrently in an interface. Further, each of the plurality of input process fields is associated with at least one record keeping system. The method further includes the steps of sharing information provided in one of the input process fields with a designated computer tool in response to receiving a command from a user and forwarding information provided in the input process fields at the end of a consumer service process to a record keeping system. Other methods and devices are also provided.