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Smarter Dialing System

IP.com Disclosure Number: IPCOM000238526D
Publication Date: 2014-Sep-03
Document File: 9 page(s) / 89K

Publishing Venue

The IP.com Prior Art Database

Abstract

This disclosure is to describe how to solve the problems in the current complicated call center service in order to achieve the best user experiences. Smarter Dialing System (SDS) is introduced to dynamically optimize the current system and save time cost for users.

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Smarter Dialing System

This disclosure is to describe how to solve the problems in the current complicated call center service in order to achieve the best user experiences. Smarter Dialing System (SDS) is introduced to dynamically optimize the current system and save time cost for users.

Let's take two examples to show what's the problem without SDS


1) example of Public service (hospital)

without SDS

1) the user expects to book a pediatricians and calls the service number of the hospital, e.g. 98765,

2) s/he need to wait for several minutes to listen the whole menu, e.g. 1 for surgery 2 for internal medicine 3 for orthopaedic 4 for TCM 5 for gynecology 6 for dentistry 7 for pediatricians, then select department number, s/he inputs 7

3) s/he need to wait for several minutes to listen the whole menu to introduce the doctors, then select the doctor s/he wants to book.

4) if the doctor is unavailable, s/he has to listen the whole menu again and again until s/he find an available doctor, which is very time-costing.


2) example of Bank service

without SDS

1) the user expects to check the account balance and calls the service number of the bank, e.g. 12345,

2) s/he need select 1 for Mandarin and 2 for English or even 3 for other languages. s/he inputs 1.

3) s/he need select 1 for personal service or 2 for corporate service. s/he inputs 1.

4) s/he need wait for several minutes to listen the whole menu, e.g. 1 for loan service, 2 for credit card service, 3 for insurance service, 4 for business service, 5 for other service, 6 for operator. The user inputs 2.

5) s/he has to wait for another several minutes to list the whole menu, e.g. 1 for create account 2 for payment 3 for account balance 4 for lost and found 5 for operator. s/he inputs 3.

As seen, current call center service is time wasting and unfriendly to users. Probably the user feels very tired after the long wait and may be angry if s/he has to redial due to typo (an incorrect input). Even if all are fine, it is very trivial and boring each time for the user to do any call.

One possible solution provided by Phone is to store the number as a contact which can be reused. However, the prerequisite is that the user has to know the whole menu provided by the call center systems and had dialed the number before.

This disclosure provides SDS to avoid the drawbacks as above. This makes the users and call center service providers win win.

For the new method, we introduce SDS between end user and the call center service. The SDS receives the input from end user and matches the corresponding menu from the call center service. What's more, the SDS will dynamically optimize the menu according to social data analysis (e.g. key words).

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The advantages are as following:

1) SDS saves time and cost for the users

2) SDS saves time and cost for the call center service providers

3) SDS improves hit ratio of the call center service

4) SDS improves the utilization rate o...