Voice Overlay Audio Routing for Contact Center Data Entry

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Solution Overview

Problem

Manual data entry in customer service call centers is error-prone and time-consuming, as customer service representatives often need to repeat information and may make input errors, hindering productivity and efficiency.

Innovation Solution

Implementing voice automation through a voice overlay program that allows customer service representatives to speak commands or data directly into applications, using voice recognition technology to emulate keyboard inputs, with the ability to toggle audio between the customer and the application, reducing the need for manual typing and minimizing errors.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If manual data entry is used by customer service representatives, then existing applications can be accessed, but data entry is error-prone and time-consuming

Engineering Contradiction:

Improvedata entry speedVSAvoiddata entry accuracy

Core Design Contradiction:

ProductivityVSReliability

Solution Approach 1:

The patent replaces manual mechanical data entry (keyboard typing) with voice-based automated data entry. The voice overlay program captures spoken information and automatically inputs it into the application, eliminating the need for manual typing while improving both speed and accuracy through voice recognition technology.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The voice overlay program acts as an intermediary between the customer service representative and the application. It captures voice input, processes it through speech recognition, and automatically enters the data into the application, serving as a mediator that transforms spoken words into structured data input.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Productivity

If voice automation is implemented, then data entry time and errors are reduced, but system complexity increases

Engineering Contradiction:

Improvedata entry efficiencyVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The voice overlay program is designed to work with multiple different applications through a standardized interface. It provides universal voice input capabilities across various CRM and business applications, allowing the same voice automation technology to serve multiple functions and applications without requiring separate systems for each.

Inventive Principle:

Principle #6Universality (Multi-functionality)

3Ease of operation

If audio is redirected to the voice application, then voice input is enabled, but audio cannot be heard by the customer

Engineering Contradiction:

Improvevoice input capabilityVSAvoidaudio communication

Core Design Contradiction:

Ease of operationVSLoss of information

Solution Approach 1:

The audio routing is made dynamic and adjustable. The system can switch between different audio destinations (customer or voice application) based on operational needs. This dynamic routing allows the representative to direct audio to the voice application for data entry when needed, while maintaining the ability to restore audio to the customer when voice input is not required.

Inventive Principle:

Principle #15Dynamics

Data Source

PatentEP1985099B1Systems and methods to redirect audio between callers and voice applications

Publication Date: 2016.02.03 NVOQ INC

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AI summary

A call center environment is provided that allows a customer service representative to populate a workstation display screen with data using either keystrokes or voice input. The voice input is provided to the workstation using a voice overlay and voice platform to convert audio into data usable by the workstation to populate the screen.