AI Call Agent Avatar for Insurance Inquiry Automation
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Solution Overview
Problem
Current insurance and banking customer service systems require manual handling by call agents, leading to inefficiencies such as long wait times, limited hours of operation, and uninterested or unreliable agents, which can frustrate users seeking immediate answers to inquiries.
Innovation Solution
An avatar generation system that uses natural language processing to receive voice inputs, retrieve relevant information from databases, and generate a graphical call agent avatar to provide immediate, human-like responses to insurance and banking-related inquiries on user devices, allowing for efficient and accurate answers without the need for manual intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual call agents are used to handle customer inquiries, then human interaction and flexibility are provided, but long wait times and limited operational hours occur
Solution Approach 1:
The system enables self-service through the virtual agent that autonomously processes customer inquiries without requiring human call agents. The virtual agent independently retrieves information from databases, generates responses, and communicates with customers, eliminating the need for manual intervention and thereby reducing wait times while maintaining service accessibility.
Solution Approach 2:
The patent replaces the mechanical system of human call agents with an automated virtual agent system. This substitution involves using computer-based processing, database queries, and automated communication channels to handle customer service tasks that were previously performed manually, thus eliminating operational limitations and wait times associated with human agents.
2Reliability
If manual call agents are employed to provide human interaction, then customer service quality improves, but operational costs and resource requirements increase
Solution Approach 1:
The system creates a virtual copy of a call agent through the virtual agent that replicates human-like interaction capabilities. This digital copy can serve multiple customers simultaneously without the resource constraints of physical human agents, maintaining service quality while reducing the need for extensive human resources and associated operational costs.
3Productivity
If automated systems are used to reduce wait times, then operational efficiency improves, but user perception of human interaction deteriorates
Solution Approach 1:
The virtual agent serves as an intermediary that bridges the gap between automated processing and human-like interaction. It handles the automated retrieval of information and generation of responses while presenting these interactions in a manner that feels natural and human-centric to users, thereby maintaining high operational efficiency without compromising user experience quality.
4Adaptability or versatility
If human call agents are used to handle inquiries, then flexible problem-solving is achieved, but scalability and availability are limited
Solution Approach 1:
The virtual agent is designed with universal capabilities to handle multiple types of customer inquiries across different domains. It can access various databases, process different kinds of requests, and adapt to diverse customer needs simultaneously, providing both the flexibility of human problem-solving and the unlimited availability of automated systems.
Data Source
AI summary
A method and system may generate a call agent avatar for responding to insurance-related inquiries. A user's client device such as a smart-phone, smart watch, or tablet computer, may receive an insurance-related inquiry or banking-related inquiry from the user. Several data sources may be utilized to automatically determine a response to the insurance-related inquiry or banking-related inquiry, and a call agent avatar may be displayed on the user's client device while the response is displayed/played by the client device. The call agent avatar may be animated to move in synchronization with the response so that it appears the call agent avatar is providing the response to the user.