Virtual Environment Presentation Entity for Contact Center Notifications
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Solution Overview
Problem
Current systems for integrating contact centers with virtual environments, such as online games, lack effective methods to notify users of communications sessions within the virtual environment in a seamless and interactive manner, and struggle with optimizing human agent time by identifying promising leads for outbound campaigns.
Innovation Solution
A method and system that generate a presentation entity within the virtual environment to notify users of communications sessions, allowing interactive responses and controlling automated inhabitants to interact with users, capture information, and forward it to the contact center for resource allocation, while also switching between contact and acquisition modes based on activity levels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional notification methods (screen pop-up or global sound) are used to notify users of communications sessions, then the notification can be delivered, but the user experience is disrupted and immersion in the virtual environment is broken
Solution Approach 1:
The patent introduces a presentation entity as an intermediary between the notification system and the user. This entity delivers communication session notifications within the virtual environment through in-character presentations, maintaining user immersion while reliably conveying notification information without breaking the fourth wall of the virtual world.
Solution Approach 2:
The patent transitions notifications from the external interface dimension (screen pop-ups, system sounds) to the internal virtual environment dimension. By embedding notifications within the 3D virtual space as presentation entities that users can encounter during gameplay, the system maintains immersion while delivering reliable notifications through a different dimensional approach.
2Adaptability or versatility
If human agents manually monitor and identify leads in outbound campaigns, then flexible decision-making is possible, but agent time is wasted on unproductive contacts
Solution Approach 1:
The patent implements preliminary automated screening of potential leads before human agents engage. Automated inhabitants conduct initial interactions, capture user responses, and pre-identify promising leads based on predetermined criteria. This preliminary action filters out unproductive contacts, allowing human agents to focus only on high-potential leads and thereby improving productivity while maintaining adaptability in final decision-making.
Solution Approach 2:
The system enables self-service lead identification through automated inhabitants that independently evaluate and qualify leads without human intervention. These automated entities perform the tedious screening work, capturing and analyzing user responses to determine lead quality, thereby freeing human agents from low-value activities while preserving their ability to make nuanced decisions on qualified leads.
3Productivity
If automated inhabitants are used to interact with users and capture information, then lead identification efficiency improves, but the level of interaction may be insufficient
Solution Approach 1:
The patent segments the interaction process into two distinct phases: an initial automated phase for efficient lead identification, and a subsequent human phase for high-quality engagement. Automated inhabitants handle information capture and preliminary qualification to improve productivity, while human agents take over for nuanced interaction to maintain adaptability and interaction quality, with each segment optimized for its specific purpose.
Solution Approach 2:
The automated inhabitant serves as an intermediary that bridges the gap between complete automation and full human interaction. It performs initial data collection and lead qualification efficiently, then transitions control to human agents who provide higher-quality interaction when needed. This intermediary approach maximizes productivity in the screening phase while preserving adaptability in the engagement phase.
Data Source
AI summary
A method of representing communications sessions in a virtual environment employs a presentation entity which is provided at a location in the environment where it will be visible and/or audible from the observation point of a user with whom a communications session has been requested. The presentation entity, which can represent a character or an object in the environment, for example, presents information to the user from within the environment. Also disclosed is an automated inhabitant which can operated to interact with other inhabitants of such an environment, obtaining information which is passed to and used by a contact center to queue contacts between such other inhabitants and contact center agents.