Unified Database Search for Call Center Customer Data
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Solution Overview
Problem
Conventional call center technologies are inefficient in quickly retrieving and updating customer data, particularly due to the difficulty in distinguishing between business-type and technical-type data, which hinders call center agents' ability to handle customer inquiries effectively.
Innovation Solution
A method and system that enables call center agents to efficiently identify customer accounts and premises by searching databases using either business or technical search criteria, allowing for flexible identification processes and integration of business and technical master data to provide relevant information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If conventional search products require agents to first identify account or premises and then select objects from separate business or technical information databases, then data retrieval can be performed, but the process becomes complex and time-consuming due to the difficulty in distinguishing between business-type and technical-type data
Solution Approach 1:
The patent combines business information and technical information into a single unified database structure where both types of data coexist with clear hierarchical relationships. Accounts, premises, and objects are integrated in one database rather than requiring separate searches across multiple databases, eliminating the complexity of distinguishing between business and technical data types.
Solution Approach 2:
The search system provides universal search capability that works identically regardless of whether the user is searching for business information or technical information. The same search interface and methods can retrieve both account data and premises data without requiring agents to understand or navigate different search paradigms for different data types.
2Productivity
If agents must navigate between separate business information and technical information databases to retrieve complete customer data, then comprehensive information can be obtained, but call handling efficiency decreases
Solution Approach 1:
By merging business and technical information into a single integrated database, the system allows agents to retrieve all customer information in one search operation rather than making multiple sequential searches across separate databases, directly improving call handling efficiency.
Solution Approach 2:
The database is pre-structured with hierarchical relationships between accounts, premises, and objects, so that when an agent performs a search, the system can quickly navigate and assemble complete customer information without requiring the agent to manually navigate through multiple data categories or perform sequential searches.
3Ease of operation
If the database structure requires agents to understand the difference between business-type data and technical-type data to perform searches, then data organization is maintained, but ease of operation deteriorates
Solution Approach 1:
The search interface provides universal functionality that works the same way regardless of the data type being searched. Agents use identical search methods for both business information and technical information, eliminating the need to understand or remember different search procedures for different data categories.
Solution Approach 2:
The system introduces an intermediary layer (the unified database structure with hierarchical relationships) that mediates between the simple user search interface and the complex underlying data organization. This allows agents to perform simple searches without needing to understand the complex hierarchical structure that organizes business and technical data relationships.
Data Source
AI summary
A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a database for a customer account or a business agreement based on information provided by the customer to the call agent. It further includes searching the database optionally for a premises that is either dependent of the customer account or business agreement or that is independent of the customer account or business agreement. It still further includes determining a contract corresponding to the premises and the customer account or business agreement. It also includes a search process that is completely flexible regarding search criteria and sequence. It finally includes dealing with the customer to resolve an issue related to the contract.