AI-Guided Mobile Carrier Shopping With Dynamic Questions
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Solution Overview
Problem
Current digital sales channels for telecommunication services lack personalization, leading to low user satisfaction and high effort in switching carriers, with existing solutions failing to provide the trust and guidance offered by in-store experiences.
Innovation Solution
A system utilizing artificial intelligence to personalize interactions between mobile devices and telecommunication network applications or websites, using user and network data to generate tailored questions and responses, mimicking human guidance through dynamic decision trees and algorithms.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If self-service digital channels are used for carrier shopping, then operational cost is reduced, but user satisfaction and personalization deteriorate
Solution Approach 1:
The patent introduces an AI agent as an intermediary between users and digital channels. This AI agent provides personalized guidance, answers questions, and assists users through the carrier shopping process, thereby maintaining high user satisfaction while keeping operational costs low through automation rather than human intervention.
Solution Approach 2:
The patent replaces human customer service representatives with an AI-based digital agent. This substitution maintains the personalization and guidance quality of human interaction while eliminating the associated operational costs, achieving both cost efficiency and user satisfaction.
2Device complexity
If generic product presentations are used in digital channels, then implementation complexity is reduced, but personalization and user engagement deteriorate
Solution Approach 1:
The patent employs dynamic content generation where the AI agent adapts product presentations based on real-time user responses, preferences, and behavior. The system dynamically adjusts the shopping experience to provide personalization without requiring complex manual configuration for each user scenario.
Solution Approach 2:
The system changes presentation parameters (such as product features highlighted, pricing information, promotional offers) based on user profile data and interaction history. This allows the same digital channel to deliver personalized experiences across different users without increasing implementation complexity.
3Loss of time
If users switch carriers through digital channels, then time required is reduced, but trust and guidance quality deteriorate
Solution Approach 1:
The AI agent continuously receives feedback from users during the carrier shopping process and adjusts its guidance accordingly. This feedback loop ensures that users receive appropriate reassurance, have their concerns addressed, and build trust in the digital process while completing the switch efficiently.
Solution Approach 2:
The system performs preliminary actions by proactively providing information, addressing potential concerns before they arise, and guiding users through the process step-by-step. This preliminary guidance builds trust and reduces uncertainty, enabling users to complete carrier switching quickly through digital channels.
Data Source
AI summary
The disclosed system obtains data entries associated with a user including segmentation, preferences, behavior elements, contextual events, and trust expectations. The system obtains data entries associated with the wireless telecommunication network including available products, available promotions, and selling channels. The system receives an indication to initiate an interaction between the user and a channel associated with the wireless telecommunication network, where the interaction is aimed at completing a task. Based on the indication to initiate the interaction, the data entries associated with the user, and the data entries associated with the wireless telecommunication network, the system generates a first question to present to the user. The system receives a response to the question from the user. Based on the response, the system generates a second question to present to the user, where the second question furthers completion of the task.