Do you remember the 2016 class action suit against Tesla? The plaintiffs disputed the autonomous car manufacturer's decision to not use automatic breaking system when a human driver is pressing the accelerator pedal onto a concrete wall.
Although this is interesting, I am less interested in making a point about self-driven cars or to revive the trolley problem.1 I'd personally rather focus on the idea that technology is making such advances that every industry is being faced, like the necessity to solve dilemmas with no true solution and no-win scenarios.
The contact center industry, and recording especially, are no exceptions. Although of course, this is not a life or death topic. When we came to the market with our Dual Recording solution, we offered a way to record twice and archive only the best call recorded to ensure optimal quality. Yet, what IS the best call when both calls contain errors and no call is usable?
Choosing the best problem
With our quality-dependent playback of recording patent, we have changed the ways we look at problems. By determining which errors have a bigger impact on the quality of the audio, the recording system can now examine interactions and choose the one with the "best problem". This means if there is a problem with the CPU memory and a loss of RTP, the best problem is the one that is less likely to have impacted the actual sound. So, the CPU memory issue is the winner! Where there is no win scenario, we have created room for an actual solution.
Breaking down the complexity
In an environment as dynamic as a modern contact center, there is no such thing as a simple call. Our customers mostly archive complex calls, comprising multiple events. Whether it's a "hold" or an agent transfer, most interactions have different parts. As part of our new patent, we have broken down calls into segments. To create a "best-of-breed "call for archiving purposes, the recording system can now look at all segments of a call and create a playlist. The segments are compared and only the best ones are selected to be part of the playlist to be archived. By breaking down the call, we can reconstitute an optimal whole.
At the time of writing, we have a few patents pending solutions for Recording. From the input of our customers, to the dilemmas we face in our day to day lives, our engineers and product teams thrive to create solutions that offer concrete solutions and make room for innovation.
Stay tuned to learn more about our new patents and the many ways we seek to bring more value with our Recording solution!
1https://www.theatlantic.com/technology/archive/2015/10/trolley-problem-history-psychology-morality-driverless-cars/409732/