Voice Routing System Using Device Identifiers for Support Queues
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Solution Overview
Problem
Conventional customer support systems require customers to navigate through tedious automated selection processes to reach a suitable representative, leading to increased hold times and reduced customer satisfaction.
Innovation Solution
A voice communication routing system that uses VoIP technology and client-based softphone applications to automatically determine customer intentions and route calls to appropriate support representative queues based on pre-identified criteria, eliminating the need for extensive customer input and reducing hold times.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If automated selection processes are used to route customers to support representatives, then customer support can be provided systematically, but hold times increase and customer satisfaction decreases
Solution Approach 1:
The system performs preliminary actions by collecting customer information, device identifiers, and support needs before the customer actually contacts support. This advance preparation allows the automated system to have customer profiles and device information ready, eliminating the need for customers to provide this information during the call and reducing hold times while maintaining systematic routing.
Solution Approach 2:
The system enables self-service by allowing customers to initiate contact through device identifiers (like IMEI or serial numbers) that automatically trigger information retrieval. The automated system serves itself by using pre-collected data to route customers without requiring extensive manual information gathering, thus reducing hold times while maintaining automation.
2Measurement precision
If extensive customer information gathering is performed, then more accurate routing to appropriate representatives is achieved, but customer hold times increase
Solution Approach 1:
The system collects and stores customer information, device identifiers, and support preferences in advance during device registration or previous interactions. When a customer contacts support, this pre-collected information is immediately retrieved and used for accurate routing, eliminating the need for time-consuming information gathering during the call while maintaining high routing precision.
Solution Approach 2:
The system creates and maintains copies of customer information, device profiles, and support history in accessible databases. These copies allow the automated system to quickly retrieve and use accurate customer data for routing decisions without requiring real-time information gathering, thus achieving both high routing accuracy and fast processing.
3Ease of operation
If manual customer support routing is used, then flexible handling of customer needs is possible, but automation extent and efficiency decrease
Solution Approach 1:
The system introduces an intermediary layer between manual operations and automation - an automated routing system that uses pre-collected customer information and device identifiers to make intelligent routing decisions. This intermediary maintains flexibility by adapting to different customer scenarios while achieving high automation levels, as it can handle various support situations without requiring manual intervention for each case.
Data Source
AI summary
A method of routing a voice communication from an information handling system to one of a plurality of queues includes automatically obtaining an identifier from the information handling system that uniquely identifies the information handling system, and transmitting the identifier so that the voice communication can be routed to one of the queues.