AI Contact Center Interaction Completeness Detection
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Solution Overview
Problem
Current contact center systems lack an automated mechanism to track and manage follow-up tasks for incomplete customer interactions across various communication channels, leading to delayed service delivery and potential customer dissatisfaction.
Innovation Solution
An AI-based system that monitors inbound and outbound communications to determine interaction completeness, identifies necessary tasks, and assigns them to appropriate resources within the contact center or CRM system, thereby automating the tracking and completion of follow-up tasks.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual tracking of follow-up tasks is used, then flexibility in task management is maintained, but productivity and accuracy of tracking incomplete interactions deteriorate
Solution Approach 1:
The system automatically monitors communications, detects incomplete interactions, generates tasks, and tracks completion status without requiring manual intervention. The AI system serves itself by autonomously identifying when interactions are incomplete and creating appropriate follow-up tasks, eliminating the need for manual tracking while maintaining system simplicity.
Solution Approach 2:
The patent replaces manual mechanical tracking processes with an automated AI-based system that uses natural language processing and machine learning to monitor communications, determine completeness, and manage tasks. This substitution of manual operations with automated intelligent systems resolves the contradiction by dramatically improving productivity while keeping the system architecture manageable through modular design.
2Measurement precision
If automated AI-based monitoring is implemented, then productivity and accuracy of interaction tracking improve, but device complexity increases
Solution Approach 1:
The system introduces an AI-based intermediary layer that sits between the communication channels and the task management system. This intermediary uses natural language processing to analyze interactions and determine completeness, acting as a mediator that translates unstructured communication data into structured task management data. This approach improves detection accuracy while managing complexity by isolating the AI processing in a dedicated intermediary component.
Solution Approach 2:
The system segments the complex AI-based monitoring function into distinct modular components: communication monitoring, natural language processing, completeness determination, task generation, and status tracking. Each module performs a specific function and can be independently developed and maintained. This segmentation improves measurement precision through specialized processing while managing overall system complexity through modular architecture.
3Loss of information
If follow-up tasks are not automatically tracked, then system simplicity is maintained, but loss of information about incomplete interactions increases
Solution Approach 1:
The system performs preliminary action by automatically detecting incomplete interactions during or immediately after they occur and creating follow-up tasks before the information can be lost. The AI system proactively identifies when interactions are incomplete and generates tasks to ensure follow-up, preventing information loss about what needs to be tracked. This preliminary automated action eliminates the need for higher levels of automation complexity while preserving information.
Data Source
AI summary
One aspect of the present invention relates to a computer-implemented process, that includes receiving an incoming contact at a contact center for an interaction between the contact center and a user; monitoring inbound communication and outbound communication between the user and an agent of the contact center; detecting that one of the agent or the user ends the contact; and based on the monitored inbound communication and outbound communication, automatically determining, by the computer, whether the interaction is complete.