Whisper Bridge Aural Notifications for Contact Center Agents
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Solution Overview
Problem
Contact center agents face challenges in managing multiple communication sessions across various channels, leading to information overload and decreased productivity due to the need for constant visual focus on multiple monitors, which can result in distractions and reduced efficiency.
Innovation Solution
A graphical user interface is implemented that provides status information both visually and aurally, allowing agents to quickly ascertain session information without constant visual focus, using a 'whisper bridge' to deliver aural notifications only to the agent, thereby minimizing distractions and improving focus.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If multiple display monitors are used to present detailed information about each communication session, then information completeness is improved, but device complexity and cost increase
Solution Approach 1:
The patent introduces audio as a new dimension for information delivery, complementing the visual display. Status information is presented both visually on the screen and auditorily through speech synthesis, allowing agents to access communication session status through multiple sensory channels without requiring additional physical monitors
Solution Approach 2:
The patent segments information by priority and type, presenting only critical status information (new messages, alerts, notifications) through audio while maintaining visual displays for detailed content. This selective segmentation reduces the need to display all information simultaneously across multiple screens
2Loss of information
If multiple display monitors are used to present detailed information, then information availability is improved, but desk space consumption increases
Solution Approach 1:
The patent adds the audio dimension to information presentation, enabling status updates to be conveyed through speech synthesis without requiring additional physical display space. Agents receive auditory notifications about new messages and alerts while using a single visual monitor for detailed content
3Loss of information
If too much information is displayed on a single monitor, then information completeness is maintained, but ease of operation deteriorates due to crowded display
Solution Approach 1:
The patent segments information by urgency and type, using audio to highlight only critical status changes (new messages, alerts, notifications) while keeping the visual display focused on detailed content. This segmentation makes it easier for agents to locate and prioritize information without being overwhelmed by a crowded single-screen layout
Solution Approach 2:
By adding audio as a separate information channel, the patent reduces the need to crowd the visual display with all status indicators. Critical information is delivered through audio, allowing the visual interface to remain clean and focused on actionable content
4Loss of information
If visual information is provided for multiple communication sessions, then information accessibility is improved, but agent productivity deteriorates due to constant visual focus requirement
Solution Approach 1:
The patent introduces audio as an additional information channel that does not require visual attention. Status information is delivered through speech synthesis, allowing agents to access communication session updates while maintaining visual focus on customer interactions or performing other tasks
Solution Approach 2:
The system acts as an intermediary by filtering and prioritizing information delivery. Audio notifications are triggered only for critical status changes, allowing agents to access essential information without the need for constant visual monitoring of multiple sessions
5Loss of information
If detailed status information is provided to agents, then information completeness is improved, but agent concentration deteriorates due to information overload
Solution Approach 1:
The patent segments information by priority, delivering only critical status updates (new messages, alerts, notifications) through audio while maintaining visual displays for detailed content when needed. This segmentation prevents information overload by filtering out non-critical data from the audio channel
Solution Approach 2:
By adding audio as a separate information dimension, the patent reduces the cognitive load on the visual channel. Agents receive essential status updates auditorily without being overwhelmed by detailed visual information, maintaining better concentration on customer interactions
Data Source
AI summary
A communications handler determines an appropriate contact center agent to receive an incoming communication session. Communication session indicators provide status information to the agent, both aurally and visually, for the various communication sessions. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types comprise chat sessions, text sessions, and email sessions. The agent may receive an aural notification indication related to the status of a non-voice communication sessions, as well as a voice communication session. The aural notifications are provided using a whisper bridge, which ensures only the agent hears the aural notification and any remote party connected to a current voice communication session will not hear the aural notification. Provision of an aural notification to the agent allows the agent to focus on other portions of the screen display, and provides flexibility in informing the agent of communication session status changes.