Web Interaction Analytics for Real-Time Contact Center Guidance
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Solution Overview
Problem
Existing customer service systems face inefficiencies due to variability in agents and lack of cross-channel communication history tracking, leading to frustrating and inefficient interactions for customers and agents.
Innovation Solution
A system and method for monitoring and analyzing a user's Internet interactions, extracting relevant content based on predefined rules, and providing real-time recommendations to contact center agents using passive sniffing and cross-channel analytics.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If customers are served on a first come first serve basis with the next available agent, then service speed and agent response time are improved, but customer frustration increases due to agent variability and information repetition
Solution Approach 1:
The system performs preliminary actions by capturing and storing customer web interaction data before the customer contacts the call center. This allows the agent to access pre-retrieved web session information during the call, eliminating the need for customers to repeat information and enabling agents to provide personalized service from the outset.
Solution Approach 2:
The patent introduces an intermediary system (web capture server, analysis server, and database) that mediates between the customer's web interactions and the call center agent. This intermediary captures web traffic, extracts relevant information, stores it in a database, and retrieves it for the agent, serving as a bridge that eliminates information gaps without requiring direct integration between web and call center systems.
2Device complexity
If agents have no access to customer's Internet session information, then system simplicity is maintained, but service quality deteriorates due to lack of cross-channel context
Solution Approach 1:
The system is segmented into distinct functional components: a web capture server that intercepts web traffic, an analysis server that extracts and processes information, a database that stores data, and a call center system that retrieves and uses the information. This segmentation allows each component to perform its specific function independently, maintaining system simplicity while achieving comprehensive cross-channel tracking.
Solution Approach 2:
The patent introduces an intermediary system (web capture server, analysis server, and database) that mediates between the customer's web interactions and the call center agent. This intermediary captures web traffic, extracts relevant information, stores it in a database, and retrieves it for the agent, serving as a bridge that eliminates information gaps without requiring direct integration between web and call center systems.
3Productivity
If real-time web interaction analysis is implemented, then service personalization and efficiency are improved, but system complexity and processing requirements increase
Solution Approach 1:
The system performs preliminary actions by capturing and storing customer web interaction data before the customer contacts the call center. This allows the agent to access pre-retrieved web session information during the call, eliminating the need for customers to repeat information and enabling agents to provide personalized service from the outset.
Solution Approach 2:
The system implements self-service by automatically capturing web traffic, extracting relevant information, storing it in a database, and retrieving it for agents without requiring manual setup or configuration. The web capture server automatically intercepts web traffic, the analysis server automatically processes the data, and the system automatically makes information available to agents, reducing the need for manual intervention and lowering operational complexity.
Data Source
AI summary
A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.