Visual Queue Position Display for Voice Calls
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Solution Overview
Problem
Customers waiting in voice call queues for human representatives at call centers often experience long wait times and are distracted by audio updates, risking missed queue position information if they multitask or choose callback options that may be inconvenient.
Innovation Solution
A method and device that detect queue position information from voice indications and display it visually, allowing users to mute the audio, with notifications for queue threshold conditions, enabling users to multitask without missing their turn.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If the customer listens to audio updates from the call centre to monitor queue position, then the customer can stay informed about their place in the queue, but the audio becomes distracting and the customer may miss information if they multitask
Solution Approach 1:
The patent replaces the acoustic information delivery system with an optical display system. The queue position information that was previously delivered through audio updates is now displayed visually on the communications device screen, allowing customers to read the information without being subjected to distracting audio while multitasking.
Solution Approach 2:
The patent introduces a visual display interface as an intermediary between the call centre's queue management system and the customer. Instead of directly transmitting audio updates to the customer's ear, the system converts the queue position data into visual form on the screen, mediating the information delivery to eliminate the harmful audio distraction while preserving the useful information.
2Loss of information
If the customer waits in the queue listening to audio updates, then the customer can monitor their queue position, but the customer cannot effectively multitask due to audio distraction
Solution Approach 1:
The patent substitutes the audio-based information delivery mechanism with a visual display mechanism. By showing queue position information on the screen rather than speaking it, the system allows customers to simultaneously engage in other activities without compromising their ability to monitor queue updates.
Solution Approach 2:
The patent transitions the information delivery from the auditory dimension to the visual dimension. Queue position information is presented on the screen in a visual format rather than being transmitted through audio, enabling customers to process the information visually while their ears remain free for other tasks.
3Device complexity
If the call centre uses traditional voice queue updates, then the system is simple to implement, but the customer experience is poor due to long wait times and audio distraction
Solution Approach 1:
The patent replaces the traditional audio-based queue update system with a visual display-based system. The communications device captures the voice indication from the call centre, processes it to extract queue position information, and displays it on the screen. This substitution maintains relatively simple system architecture while dramatically improving customer experience by eliminating audio distraction.
Data Source
AI summary
The present disclosure relates to a method of managing a voice call having been queued to await a response by a human representative of a call centre, and a device performing the method. In an aspect, a method is provided of managing a voice call having been queued to await a response by a human representative of a recipient of the voice call, the method being performed by a communications device of a calling party and which includes detecting, from a voice indication provided by the recipient, information indicating a current position of the voice call in the queue, and displaying the detected information indicating a current position of the voice call in the queue.