AI Agent Coaching Through Survey Discrepancy Feedback
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Solution Overview
Problem
Customer surveys for contact centers are time-consuming and resource-intensive, and AI agents may deliver inappropriate interactions, leading to misunderstandings about communication performance, which can negatively impact customer perception and increase computing and networking burdens.
Innovation Solution
Implement a system that monitors communications in real-time, analyzes customer and agent surveys, and initiates remediation actions, such as coaching sessions or AI feedback, to address discrepancies and improve agent performance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If post-communication surveys are conducted to evaluate agent performance, then customer perception accuracy is improved, but time consumption and resource requirements increase
Solution Approach 1:
The system performs preliminary analysis by comparing customer survey responses with agent survey responses immediately after communication ends, rather than conducting separate in-depth reviews later. This preliminary comparison identifies discrepancies that need attention, enabling faster processing by focusing only on cases where perceptions differ.
Solution Approach 2:
The system extracts and isolates only the survey response data from the complete communication record, separating the essential evaluation information from the full communication context. This extraction allows for rapid comparison of perceptions without requiring review of the entire communication, reducing time consumption while maintaining measurement precision.
2Measurement precision
If in-depth analysis of customer survey results is performed by replaying or reviewing transcripts, then measurement precision is improved, but productivity decreases
Solution Approach 1:
The system implements automated feedback by comparing customer survey responses with agent survey responses and immediately identifying discrepancies. This feedback mechanism eliminates the need for manual replaying or reviewing of transcripts, as the system automatically processes survey data to determine whether further analysis is needed, thereby improving productivity while maintaining analysis accuracy.
Solution Approach 2:
The system performs self-service by automatically comparing survey responses and identifying perception mismatches without requiring human supervisors to manually review transcripts. The automated comparison process handles the initial analysis, freeing up human evaluators to focus only on complex cases that require deeper investigation, thus improving overall productivity.
3Productivity
If AI agents are deployed to handle communications, then productivity increases, but harmful factors increase due to inappropriate interactions
Solution Approach 1:
The system implements feedback by having AI agents complete surveys about their own communications and comparing these with customer survey responses. This self-reflection mechanism allows AI agents to identify when their interactions may have been inappropriate or mismatched with customer perception, enabling corrective actions to be taken while maintaining high productivity.
Solution Approach 2:
The survey comparison system acts as an intermediary between the AI agent and the customer, objectively measuring whether the agent's perception of the communication matches the customer's perception. This intermediary mechanism detects inappropriate interactions without requiring human oversight of every communication, thus maintaining productivity while reducing harmful factors.
4Measurement precision
If multiple surveys are completed diligently to ensure accurate data, then measurement precision is improved, but loss of time increases
Solution Approach 1:
The system performs preliminary comparison of survey responses immediately after communication ends, before any in-depth analysis is conducted. This preliminary action captures the essential data accuracy information while requiring minimal time investment, allowing the system to identify which cases need further diligent review and which can be processed quickly.
Solution Approach 2:
The system extracts only the essential survey response data needed for comparison, separating this critical information from the complete survey instrument. By focusing only on the key perception metrics rather than processing every survey question in detail, the system maintains data accuracy while significantly reducing the time required for survey completion and initial analysis.
Data Source
AI summary
Systems and methods are provided to assess a communication conducted over a network. The systems monitor the communication and submit a survey to the customer and agent. The agent may be a human agent or an artificially intelligent (AI) agent. The survey is selected or generated, such as in response to communication content, and presented to the customer and agent. If the scoring is significantly different, an automated agent initiates a remediation action, such as to coach a human agent or to provide feedback or a corrective prompt to an AI agent.