AI Chat Handoff for Telephony and In-Person Customer Servicing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing customer service systems face inefficiencies due to the inability to seamlessly transition between communication mediums, leading to time-consuming and resource-intensive interactions, and often provide an impersonal or misunderstood experience.
Innovation Solution
Systems are developed to transition telephony or in-person interactions to and from AI chat sessions using AI chatbots, enabling seamless communication through SMS, mobile app, email, or web-based interfaces, and utilizing AI chatbot models to process user inputs and intents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If IVR systems are used to reduce cost and increase efficiency, then cost effectiveness improves, but user experience becomes impersonal and robotic with limited scripted responses
Solution Approach 1:
The patent introduces an AI chatbot as an intermediary between the IVR system and the customer. The chatbot handles natural language text-based communication, bridging the gap between automated systems and human-like interaction. It processes customer requests, authenticates users, and performs account servicing tasks while maintaining a conversational, personalized experience that avoids the robotic nature of traditional IVR systems.
2Loss of information
If text-based communication systems are used, then information persistence and clarity improve, but ability to address certain customer requests deteriorates
Solution Approach 1:
The patent implements a universal communication platform that handles multiple types of customer requests through a single text-based interface. The AI chatbot is designed to perform diverse functions including authentication, account information retrieval, transaction processing, and problem resolution, making the text-based system as versatile as voice-based systems while maintaining the advantages of written communication.
3Ease of operation
If multiple communication mediums are provided, then customer convenience improves, but system complexity and resource inefficiency increase due to separate operations
Solution Approach 1:
The patent merges multiple communication mediums (voice IVR, text chat, mobile app, web interface) into a unified system architecture. The AI chatbot serves as a common backend that handles requests from all channels, allowing seamless transitions between mediums. This consolidation reduces system complexity by eliminating redundant authentication and processing logic in each separate channel while maintaining customer convenience through multi-channel access.
4Ease of operation
If voice-based communication is used, then ease of conversation improves, but understanding and memory retention deteriorate
Solution Approach 1:
The patent creates a written copy of the conversation through text-based AI chat interaction. Instead of relying solely on voice communication where information can be misunderstood or forgotten, the system transcribes and displays all interactions in text form, providing customers with a persistent record they can review, reference, and remember, while maintaining the conversational flow.
Data Source
AI summary
A system for transitioning a telephony or in-person servicing to an artificial intelligence (AI) chat session is disclosed. The system may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.