Vehicle Data-Driven Call Queue Prioritization for Faster Assistance
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Solution Overview
Problem
Existing call queuing systems in vehicles often result in long wait times and inadequate information exchange, leading to inefficient prioritization of calls, especially in situations requiring expedited assistance.
Innovation Solution
An on-hold priority queuing system that utilizes vehicle data, including type of call, account information, vehicle status, and location, to determine call priority through a back-office server system, enabling dynamic classification and prioritization based on real-time data.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If callers are placed into a standard call hold queue, then the system can manage multiple calls with limited service representatives, but the wait time becomes unacceptably long and information exchange is insufficient
Solution Approach 1:
The system performs preliminary actions by automatically retrieving vehicle data (location, diagnostic codes, account information) before the caller reaches the front of the queue. This advance preparation allows service representatives to be pre-briefed on critical information, enabling them to address issues more quickly once the call is connected, thereby reducing overall wait time and improving call handling efficiency
Solution Approach 2:
The patent implements dynamic call prioritization that adjusts queue positioning based on real-time vehicle data and call characteristics. Calls are re-prioritized dynamically according to factors such as diagnostic trouble codes, location in crisis areas, and account history, allowing the system to adaptively manage queue flow and reduce wait times for critical calls while maintaining overall system productivity
2Measurement precision
If the system requests additional information from the vehicle during the call, then the accuracy of situation assessment improves, but the call duration and complexity increase
Solution Approach 1:
The system retrieves necessary vehicle information (diagnostic codes, location, account data) before the call is fully established or during early queue time. This preliminary data gathering provides the service representative with accurate situation assessment information upfront, reducing the need for back-and-forth information exchange during the call and thereby improving accuracy without proportionally increasing call complexity
Solution Approach 2:
The patent introduces an intermediary data retrieval system that acts as a mediator between the vehicle and the service representative. This intermediary automatically collects and structures vehicle data, presenting it in a standardized format that simplifies the information exchange process. The intermediary handles the complexity of data extraction and presentation, allowing the representative to focus on analysis and resolution without being burdened by raw data complexity
Data Source
AI summary
A system and method for determining a priority of a call in an on-hold queue is presented. Determining a priority of a call is based on information received by an enterprise from a call from a vehicle with an integrated communication device where the call is placed into an on-hold queue to be answered based on its priority. Data from the vehicle with the integrated communication device includes at least a type of call, an account information associated with the vehicle, a vehicle data, and a location of the vehicle. The enterprise determines the priority of the call in the on-hold queue based on the data received from the vehicle with the integrated communication device.