Virtual Number Tracking for Call Context Delivery
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Solution Overview
Problem
Content providers in networked environments, such as those on the Internet, often lack context about customer interactions, particularly when customers initiate calls from web-based advertisements, leading to inadequate customer service experiences and inefficient resource allocation.
Innovation Solution
A data processing system assigns dynamic or virtual phone numbers to content items, such as advertisements, and tracks associated data like keywords and search queries, then bridges calls to content providers, providing them with contextual information to enhance customer service and lead management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If content providers display advertisements without tracking data, then advertisement delivery is simple and fast, but content providers lack context about customer interactions leading to inadequate customer service
Solution Approach 1:
The patent introduces a data processing system as an intermediary between the advertisement delivery system and content providers. This intermediary captures tracking data (keywords, search queries, advertisement selection) and transmits it to content providers during customer calls, thereby preserving call context information without requiring content providers to implement complex tracking infrastructure themselves.
Solution Approach 2:
The system performs preliminary actions by capturing and storing tracking data (keywords, search queries, advertisement selection) before the customer call occurs. This pre-capture of context information allows content providers to receive relevant customer interaction data without adding complexity to the real-time call processing system.
2Reliability
If the data processing system tracks and provides detailed context data, then customer service quality improves, but the complexity of data processing and management increases
Solution Approach 1:
The patent segments the system into distinct functional components: a data processing system that captures and manages tracking data, and content providers that receive and utilize the data during calls. This segmentation allows the data processing complexity to be concentrated in a dedicated system while keeping content provider systems relatively simple, thereby maintaining high customer service quality without distributing complexity across all system components.
3Measurement precision
If virtual phone numbers are assigned to track calls, then call tracking accuracy improves, but the complexity of number management and call routing increases
Solution Approach 1:
The patent implements a universal virtual phone number system where a single number serves multiple functions: receiving customer calls, enabling tracking data association, and facilitating call routing to content providers. This multi-functional approach achieves precise call tracking without requiring separate complex systems for each function, as the virtual number management system handles tracking, routing, and data association integratedly.
Data Source
AI summary
The present disclosure is directed to providing call context to content providers. A tracker receives a selection of a content item associated with a keyword. The tracker stores, in an impression data structure, tracking data including the keyword. The tracker maps the selected content item to a first virtual number and generates a link there between. The tracker receives a call from a client device to initiate a first communication channel via the first virtual number. The tracker performs a lookup in a database using the first virtual number to identify a second virtual number corresponding to the content provider and to identify the tracking data. The tracker establishes, via the second virtual number, a second communication channel between the client device and a content provider device. The tracker provides the tracking data to the content provider via the second communication channel.