Adaptive Agent Guidance System for Dynamic Contact Center Interactions

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Current agent-guidance systems in contact centers are inadequate, leading to unnecessary problems and expenses for enterprises, as they are unable to effectively handle the variations and uncertainties in customer interactions, often resulting in incomplete or incorrect information and a lack of appropriate responses.

Innovation Solution

A recursive, adaptive interactive management system that converts voice or text dialogue into machine-readable text, analyzes the context, and uses a rules engine to provide real-time guidance to agents, allowing for dynamic script adjustments and personalized interactions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If pre-designed scripts and procedural flows are used to guide agents, then agent guidance is provided, but the system cannot handle variations and uncertainties in customer interactions

Engineering Contradiction:

Improveability to handle variations in customer interactionsVSAvoidcompleteness and accuracy of information

Core Design Contradiction:

Adaptability or versatilityVSReliability

Solution Approach 1:

The system transitions from static pre-designed scripts to dynamic real-time guidance. The scripting engine continuously monitors ongoing interactions, analyzes context, and adjusts guidance prompts dynamically based on current conversation state and customer needs, enabling the system to adapt to unexpected situations while maintaining reliable information accuracy.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system implements continuous feedback loops where the scripting engine monitors customer responses and interaction outcomes in real-time. This feedback is used to adjust and refine guidance provided to agents, ensuring that the system learns from each interaction and improves its ability to handle variations while maintaining information reliability through iterative optimization.

Inventive Principle:

Principle #23Feedback

2Ease of operation

If detailed scripting and pre-defined flows are implemented, then agent guidance is improved, but the system complexity increases

Engineering Contradiction:

Improveagent guidance qualityVSAvoidsystem architecture complexity

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The scripting engine serves multiple functions simultaneously: it monitors interactions, analyzes context, generates guidance prompts, and adapts to variations. This multi-functional approach consolidates what would otherwise require separate complex systems into a single unified engine, improving ease of operation without proportionally increasing overall system complexity.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The system performs self-analysis and self-adjustment through automated context analysis and dynamic script generation. Rather than requiring manual configuration of numerous complex rules, the system autonomously analyzes interactions and generates appropriate guidance, reducing the operational burden and simplifying the user interface while maintaining high guidance quality.

Inventive Principle:

Principle #25Self-service

3Adaptability or versatility

If real-time context analysis and dynamic script adjustment are implemented, then adaptability to customer needs is improved, but processing time and system resources increase

Engineering Contradiction:

Improvereal-time adaptation to customer needsVSAvoidprocessing time for analysis and response

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

The system performs preliminary setup by pre-defining guidance templates, response patterns, and analysis frameworks before interactions begin. During real-time operations, it only needs to match current context against these pre-prepared options rather than generating everything from scratch, enabling rapid adaptation without excessive processing time.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system applies context analysis selectively, focusing computational resources on the most critical aspects of each interaction rather than analyzing every detail equally. By identifying and prioritizing key decision points and information needs, the system achieves effective real-time adaptation with reduced processing overhead compared to comprehensive analysis of all interaction elements.

Inventive Principle:

Principle #16Partial or excessive action

Data Source

PatentUS10552743B2Recursive adaptive interaction management system

Publication Date: 2020.02.04 GENESYS CLOUD SERVICES INC

AI summary

A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.