Verified Caller ID Display for Inbound Mobile Call Intent
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Solution Overview
Problem
Contact centers face challenges in reaching end users due to increases in spam and phone-based scams, leading to missed opportunities for legitimate conversations, as many calls go unanswered due to unrecognized numbers.
Innovation Solution
A system for entity verification and call intent on inbound mobile device communications, which includes determining the operating system of the end user's device, displaying the entity name, image, and call reason on the incoming call interface, using APIs like Google Verified Calls or Apple CallKit, and providing a verification badge to authenticate the call.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If contact centers initiate outbound calls to end users, then they can reach customers for legitimate conversations, but many calls go unanswered due to unrecognized numbers and spam concerns
Solution Approach 1:
The system performs preliminary actions by determining the end user's operating system before the call is answered, and prepares the entity name, entity image, and call reason in advance. This allows the enriched call interface to be ready when the call arrives, increasing the likelihood of answer while maintaining security through pre-verified information.
Solution Approach 2:
The patent introduces an intermediary mechanism that transmits entity information (name, image, call reason) through operating system-specific APIs between the contact center system and the end user's mobile device. This intermediary layer enriches the call interface without compromising security, as the information is verified by the system before transmission.
2Reliability
If contact centers display additional caller information on the incoming call interface, then end users can verify caller authenticity, but the system complexity increases due to multiple operating system APIs
Solution Approach 1:
The system changes parameters by detecting the end user's operating system type and adapting the information transmission method accordingly. Different parameters (entity name, entity image, call reason) are transmitted through different APIs based on the detected operating system, allowing the system to maintain simplicity while supporting multiple platforms.
Solution Approach 2:
The patent segments the information transmission process into distinct paths for different operating systems. The contact center system determines the operating system and then transmits entity information through the appropriate API (e.g., Google Verified Calls API for Android, Apple CallKit for iOS), dividing the complex multi-platform problem into manageable platform-specific segments.
3Reliability
If the system determines operating system and transmits entity information through APIs, then caller verification is enhanced, but the call setup time increases
Solution Approach 1:
The system performs the operating system determination and entity information preparation in advance, before the call is answered. By initiating these actions preliminarily, the system reduces the time required during the actual call setup, as the information is ready to be transmitted immediately when the call connects.
Data Source
AI summary
A method for entity verification and providing call intent on inbound mobile device communications according to an embodiment includes initiating an outbound call from an agent device to an end user mobile device, determining an operating system associated with the end user mobile device, determining an entity name and an entity image associated with the outbound call, determining a call reason for the outbound call, transmitting the entity name, the entity image, and the call reason to an application programming interface of the operating system associated with the end user mobile device, and displaying the entity name, the entity image, and the call reason on an incoming call graphical user interface of the end user mobile device in conjunction with receipt of the outbound call from the agent device.