Unified Video Session Routing for Personalized Customer Service
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Solution Overview
Problem
Customers often prefer face-to-face interactions over traditional phone-based call centers, which are often replaced by Interactive Voice Response (IVR) systems, lacking human contact and personalization.
Innovation Solution
A video session system that allows users to have face-to-face interactions with representatives across various devices and platforms, using a unified architecture for queuing and routing, enabling two-way video feeds, biometric analysis, and document processing, while being adaptable to multiple channels and devices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If IVR systems replace human representatives in call centers, then operational efficiency and cost reduction are improved, but customer satisfaction and personalization deteriorate
Solution Approach 1:
The patent introduces video technology as an intermediary between customers and representatives, allowing customers to see and interact with human representatives while maintaining the efficiency of digital communication channels. The video session system acts as a mediator that bridges the gap between automated efficiency and human personalization.
Solution Approach 2:
The system dynamically routes customers based on their preferences and session requirements, flexibly switching between automated IVR handling and human representative interaction. The video session capability can be activated or deactivated based on customer needs, creating a dynamic service delivery model that adapts to individual situations.
2Ease of operation
If video session capability is added to existing call center architecture, then customer personalization and engagement are improved, but system complexity increases
Solution Approach 1:
The video session system is designed to work across multiple communication channels and device types (mobile phones, tablets, desktops, wearables) through a universal architecture. The same video session infrastructure serves different customer needs and device configurations, reducing the need for separate systems for each platform.
Solution Approach 2:
The system architecture is segmented into modular components including video session initiation modules, routing modules, and integration interfaces that can be independently deployed and configured. This modular approach allows organizations to implement video capability incrementally without overhauling the entire call center system.
3Stability of the object's composition
If unified architecture is implemented across multiple devices and platforms, then service consistency is improved, but integration complexity increases
Solution Approach 1:
A unified video session architecture is implemented that provides consistent service across mobile devices, tablets, desktops, and wearables. The system uses universal protocols and interfaces that maintain service consistency while adapting to different device capabilities, reducing the need for device-specific implementations.
Data Source
AI summary
Methods and systems described in this disclosure describe an integration of video sessions across platforms, transforming the user experience. In some embodiments, a user can participate in an interaction via a channel. Next, the system can determine whether the interaction is eligible for a video session with a representative. When the interaction is eligible for the video session, an option for the video session can be displayed on a user interface of the device. After receiving a request for the video session, the video session can be routed to a uniquely skilled representative, where the uniquely skilled representative is determined based, at least in part, on the interaction.