Visual Search Call Routing with Pre-Call Item Identification
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Solution Overview
Problem
Traditional call centers face challenges in routing customer service calls effectively due to limited information available from caller identification, leading to inefficient call handling and poor customer experience when callers cannot provide sufficient details.
Innovation Solution
A visual search system integrated with call centers allows users to upload images or capture diagnostic data, enabling the system to identify items and provide relevant information to agents, improving call routing and service efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional call routing based on caller identification is used, then call routing can be implemented with simple systems, but the information available to agents is insufficient leading to inefficient call handling
Solution Approach 1:
The system performs visual search and retrieves item information before the call is connected to the agent. This preliminary action ensures that all relevant information is prepared in advance, eliminating information loss during the call while avoiding the need for complex real-time processing systems.
Solution Approach 2:
The patent introduces an intermediary visual search system that acts as a mediator between the caller and the agent. This intermediary retrieves and prepares item information from databases based on images provided by callers, thereby enriching the information available to agents without requiring direct complex interactions between callers and agents.
2Measurement precision
If callers are forced to supply additional information through menu systems, then routing accuracy may improve, but customer experience deteriorates due to interminable menuing
Solution Approach 1:
The patent replaces the traditional mechanical IVR menu system with an optical/visual search system. Instead of requiring callers to navigate through voice menus to provide information, the system accepts images from callers and automatically retrieves relevant item information through visual search, thereby improving routing accuracy while maintaining ease of operation.
Solution Approach 2:
The visual search system enables callers to self-serve by providing images of items they need help with. The system automatically processes these images, retrieves relevant information, and prepares it for the agent, eliminating the need for callers to manually navigate complex menu systems to provide detailed information.
3Measurement precision
If visual search is integrated into call centers, then information accuracy for agents improves, but system complexity increases
Solution Approach 1:
The visual search and information retrieval operations are performed in advance before the call is connected to the agent. This preliminary processing ensures high information accuracy is achieved while the actual call handling remains simple, as the complex processing has already been completed beforehand.
Data Source
AI summary
A method and system for conducting a service center call with a visual search. The method and system include hosting an electronic database of item information and user information, providing a user interface for allowing a user to obtain image data and initiate a customer service call including the image data. Upon receipt a visual search is conducted with the image data to determine relevant item information and the service call request is routed to a service agent along with the relevant item information for display and conducting the service call.