Web Presence Detection for Real-Time Agent Assistance
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Solution Overview
Problem
Consumers face frustration when navigating complex online forms and systems in banking and insurance industries, leading to inefficient information retrieval and potential errors due to unclear questions and lack of effective assistance.
Innovation Solution
Integration of web-enabled and phone-based systems to provide real-time assistance, using presence detection and voice recognition to alert agents about user interactions, allowing for customized support and document delivery, thereby reducing guesswork and enhancing service efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If more agents are placed in the call center to reduce wait times, then consumer service quality improves, but operational cost increases
Solution Approach 1:
The system enables consumers to interact with automated information systems online, allowing them to retrieve information and complete transactions without human agent assistance. This self-service capability reduces the need for additional agents while maintaining service quality and reducing wait times.
Solution Approach 2:
An automated information system acts as an intermediary between consumers and human agents, handling routine information requests and transactions. This mediator reduces the burden on human agents and decreases wait times without requiring additional staff.
2Ease of operation
If consumers use traditional online forms without assistance, then system complexity is reduced, but ease of operation deteriorates due to unclear questions and lack of guidance
Solution Approach 1:
A real-time communication system serves as an intermediary, connecting consumers with human agents during online form completion. This intermediary provides immediate guidance and clarification, making complex forms easier to complete without significantly increasing system complexity.
Solution Approach 2:
The system provides real-time feedback to consumers during form completion through live communication channels. Agents can immediately address confusion, clarify questions, and guide consumers through complex fields, improving ease of operation.
3Reliability
If consumers navigate online forms without real-time assistance, then device complexity is reduced, but loss of information increases due to errors from misunderstanding questions
Solution Approach 1:
Real-time communication between consumers and agents during form completion provides immediate feedback, allowing agents to verify information accuracy, clarify misunderstandings, and prevent errors before submission. This significantly improves reliability of information provided.
Solution Approach 2:
Human agents act as intermediaries who verify and validate information entered by consumers in real-time, preventing errors and ensuring accuracy before data is processed, thereby improving reliability without requiring complex validation systems.
4Productivity
If web and phone systems operate independently, then device complexity is reduced, but productivity deteriorates due to inability to provide integrated assistance
Solution Approach 1:
The system merges web-based and phone-based communication channels into a unified platform, allowing agents to access information from both channels simultaneously and provide integrated assistance. This consolidation improves productivity by enabling seamless cross-channel support.
Solution Approach 2:
The integrated system provides multi-functional capabilities, allowing a single agent interface to handle both web and phone interactions, switch between channels, and provide comprehensive assistance regardless of the consumer's preferred communication method, thereby improving service efficiency.
Data Source
AI summary
Apparatus and method for sharing state information using a web-enabled system and a phone service system are disclosed. In some embodiments, a presence module is used to identify a currently accessed web page to an agent during an on-line session. In some embodiments, documents are delivered to a user through a web browser concurrent with an audio message delivered by phone. Concurrent delivery of documents configured to accept an electronic signature is disclosed.