Automated Agent Action Summary for Messaging Handoff
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Solution Overview
Problem
Current systems face inefficiencies when human agents take over from automated agents, as they need to read extensive transcripts to understand previous interactions, leading to time-consuming data retrieval and network congestion due to excessive querying.
Innovation Solution
A system that captures and summarizes the actions taken by automated agents during messaging sessions, uploading this data to a server for generation of a summary that can be viewed by human agents, reducing the need for multiple queries and data pulls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If human agents read the entire chat transcript to understand previous interactions, then they can comprehend what happened, but it takes extra time and computational resources
Solution Approach 1:
The patent extracts only the essential action information from the complete chat transcript. Instead of human agents reading the entire transcript, the system automatically identifies and extracts key actions performed during the conversation, presenting only this condensed information to human agents. This extraction process maintains understanding of previous interactions while eliminating time-wasting reading of irrelevant transcript portions.
2Loss of information
If human agents execute multiple queries and data pulls to retrieve information, then they can obtain necessary data, but it causes network congestion and excessive computational resource use
Solution Approach 1:
The system performs preliminary action by automatically capturing and summarizing action data during the chat conversation itself. Instead of waiting until a human agent needs information and then executing multiple queries, the system proactively collects action information in real-time, processes it, and makes it ready for immediate retrieval. This preliminary processing eliminates the need for subsequent data pulls and reduces network congestion.
3Device complexity
If the system provides only text transcript without action summaries, then it maintains simplicity, but human agents cannot quickly identify which actions were executed by automated agents
Solution Approach 1:
The patent creates a simplified copy or representation of the action data from the complete chat transcript. Instead of making the original transcript more complex with annotations, the system generates a separate, condensed summary that copies only the essential action information. This copy provides human agents with quick understanding of executed actions while keeping the original transcript system simple and unchanged.
Data Source
AI summary
Described herein is a system and method for capturing data associated with actions attempted by an automated agent. The system described herein captures data associated with the actions attempted by an automated agent during the messaging session between an automated agent and the user and present a summary of the actions in a messaging platform. In an embodiment, the automated agent uploads data associated with actions attempted during the messaging session to a server. The server captures the data associated with the actions and generates a description of each action that was attempted. The server generates a summary including the description of each action. The summary of the actions are rendered in the messaging platform.