AI Call Facilitation With Real-Time Client Validation
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Solution Overview
Problem
Traditional telephonic interactions between customer support agents and customers are inefficient, prone to errors, and lack real-time monitoring and validation, leading to confusion and frustration.
Innovation Solution
Implementing AI-powered conversational assistance that transcribes and records calls, provides real-time updates and summaries, and allows clients to visually and audibly validate information, while automating interactions and guiding agents through predefined scripts.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional telephonic interactions are used between customer support agents and customers, then communication can be maintained, but efficiency is low and errors are frequent due to communication difficulties
Solution Approach 1:
The patent introduces AI as an intermediary system that mediates between the agent and customer. The AI assistant transcribes spoken words to text, provides real-time guidance to agents, and enables customers to view and validate information visually, reducing communication errors and improving efficiency without requiring perfect verbal communication
Solution Approach 2:
The patent replaces the purely mechanical verbal communication system with an enhanced system that includes speech-to-text conversion, real-time transcription, and digital display. This substitution transforms auditory communication into visual and textual channels, eliminating misunderstandings caused by voice transmission limitations
2Loss of time
If agents verbally identify and explain each step to customers, then information can be conveyed, but the process becomes confusing, time-consuming, and frustrating
Solution Approach 1:
The AI assistant performs preliminary actions by pre-transcribing the entire conversation into text before the agent needs to explain steps. The system also pre-preares visual displays of transaction details and process status, so that when the agent needs to communicate with the customer, the information is already ready for immediate display rather than requiring verbal explanation
Solution Approach 2:
The patent creates a visual copy of the conversation and transaction status that is displayed on the customer's device. Instead of the agent verbally describing each step, the system copies the transaction details, process status, and conversation history into a visual interface that the customer can view and understand at their own pace
3Reliability
If voice or data in one mode of communication is used, then interaction can be maintained, but security issues arise if voice or data is intercepted
Solution Approach 1:
The AI assistant acts as a secure intermediary that processes and transmits information through encrypted channels. The system transcribes conversations and displays sensitive information visually on the customer's device, creating a layered security approach where voice data is converted to text and displayed, making interception less effective
Solution Approach 2:
The patent substitutes voice-based communication with visual display and text-based communication for sensitive information exchange. By replacing auditory transmission with visual displays on customer devices and encrypted text communication, the system reduces the risk of voice data interception while maintaining communication functionality
4Ease of operation
If customers cannot monitor agent progress in real-time, then simple communication is maintained, but customers experience confusion and frustration
Solution Approach 1:
The system implements continuous feedback by displaying real-time transaction status, process progress, and conversation summaries on the customer's device. The AI assistant provides ongoing updates about what the agent is doing and the current state of the transaction, giving customers immediate feedback on progress without requiring complex monitoring systems
Solution Approach 2:
The patent creates a visual copy of the agent's actions and transaction status that is displayed on the customer's device. The system copies the conversation transcript, transaction details, and process progress into a visual interface that customers can monitor in real-time, eliminating the need for complex monitoring while providing complete transparency
Data Source
AI summary
Systems and processes are disclosed to leverage conversational AI across voice and digital channels by automating employee interactions with clients to deliver humanized experiences with speed and accuracy. Live phone conversation. Transcriptions between clients and agents are generated. AI assist provides automation based on client interactions. Prompts are provided to speak to customers. Real time updates and summaries are sent to client devices and streamed to customize agent sessions. Auto navigation of agent views and manipulations of the agent screen are optimized by AI. Instant client validations are enabled via audible and visual confirmations on client devices. Various other AI implementations for improved processing our similarly disclosed.