Conversational Agent Feedback Timing Control
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Solution Overview
Problem
It is challenging to obtain reliable and natural feedback from users regarding their impressions and opinions on goods or services without burdening them, particularly after experiencing the products or services, as existing systems often result in vague or uninformative responses due to user reluctance in providing feedback.
Innovation Solution
A communication system and method that utilizes a client terminal and an agent server to engage users in a conversation, where questions are posed at contextually appropriate times, allowing users to provide feedback through speech input, leveraging a phoneme database and conversation database to generate and process responses, and adjusting question formats based on user reliability and personality traits.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If users are directly asked to provide feedback through traditional methods, then feedback can be obtained, but users feel burdened and provide vague or uninformative responses
Solution Approach 1:
The patent introduces a conversational agent as an intermediary between the feedback request system and the user. The agent engages users in natural conversation to solicit feedback on their experiences, making the feedback process feel less like a burden and more like a casual interaction. This mediator handles the complexity of feedback collection while maintaining user comfort.
Solution Approach 2:
The patent replaces traditional mechanical feedback mechanisms (surveys, forms, direct questions) with a conversational agent that uses natural language processing. Instead of users filling out structured forms, they engage in dialogue where feedback is naturally elicited through conversation about their experiences.
2Productivity
If feedback is requested at inappropriate times, then feedback can be collected, but user engagement decreases and feedback quality deteriorates
Solution Approach 1:
The patent implements dynamic timing for feedback requests by having the conversational agent adapt to the user's current context and state. The agent determines optimal moments to solicit feedback based on the flow of conversation and user engagement levels, rather than using fixed or random timing. This dynamic approach ensures feedback is requested when users are most receptive.
Solution Approach 2:
The system uses feedback loops where the conversational agent monitors user responses and adjusts its behavior accordingly. When users provide positive engagement signals, the agent may pursue feedback more actively; when engagement drops, the agent adjusts its approach. This creates a self-regulating system that optimizes feedback collection timing based on real-time user responses.
Data Source
AI summary
[Object] To provide a communication system and a communication control method capable of obtaining reliable feedback from a user further naturally through a conversation with an agent without imposing a burden on the user. [Solution] The communication system includes: a communication unit configured to receive request information for requesting feedback on a specific experience of a user; an accumulation unit configured to accumulate the feedback received from a client terminal of the user via the communication unit; and a control unit configured to perform control such that a question for requesting the feedback on the specific experience of the user based on the request information is transmitted to the client terminal of the user at a timing according to context of the user, and feedback input by the user in response to the question output as speech of an agent via the client terminal is received.