AI Interaction Widget for Real-Time Contact Center Content
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Solution Overview
Problem
Contact center agents experience high stress levels leading to burnout and reduced positivity in interactions due to ineffective relaxation applications.
Innovation Solution
A system using artificial intelligence to dynamically generate and display relevant images or widgets on a dynamic interaction widget application based on the intent of agent-client interactions, allowing agents to enhance their interactions with clients.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Object-affected harmful factors
If relaxation applications are used to reduce agent stress, then agent stress levels should decrease, but the applications are often lacking and ineffective
Solution Approach 1:
The system dynamically generates and updates relaxation content (images, widgets, recommendations) in real-time based on the agent's current interaction context, stress indicators, and preferences. This dynamic adaptation ensures the content remains relevant and engaging, transforming static relaxation applications into responsive, context-aware interventions that effectively reduce agent stress during client interactions.
2Object-affected harmful factors
If dynamic content is generated using AI during interactions, then interaction positivity is improved, but system complexity increases
Solution Approach 1:
The AI system automatically analyzes interaction transcripts, determines agent intent, selects relevant images and widgets, and delivers personalized relaxation content without requiring manual intervention. This self-service automation handles the complexity internally while presenting a simple interface to agents, thereby improving interaction positivity without burdening the system with manual operational complexity.
Solution Approach 2:
The patent introduces an AI-based intermediary layer that sits between the contact center platform and the agent, automatically processing interaction data and delivering optimized relaxation content. This intermediary handles the computational complexity of real-time analysis and content generation, shielding agents from system complexity while delivering improved interaction positivity through智能化 content delivery.
3Loss of information
If real-time image identification is performed, then content relevance to interaction intent is improved, but processing time increases
Solution Approach 1:
The system pre-loads and caches frequently used images and widgets, and maintains pre-computed associations between interaction intents and relevant content. When an interaction occurs, the system quickly matches the determined intent with pre-prepared content rather than generating or searching for content in real-time. This preliminary preparation significantly reduces processing time while maintaining high content relevance to interaction intent.
Solution Approach 2:
The patent implements adaptive parameter adjustments in the image identification process, such as modifying search thresholds, filtering criteria, and matching sensitivity based on the interaction context and time constraints. By dynamically changing these parameters, the system optimizes the balance between content relevance and processing speed, ensuring relevant content is delivered without excessive processing delays during live interactions.
Data Source
AI summary
A system for dynamic content generation for contact center interactions using artificial intelligence according to an embodiment includes determining, by a computing system and using an artificial intelligence model, an intent of an interaction between a contact center agent and a client based on a live transcript, identifying, by the computing system in real time, at least one image relevant to the determined intent in response to determining the intent of the live transcript, displaying, by the computing system in real time, the at least one image for the contact center agent on a dynamic interaction widget application executed by an agent device of the contact center agent, and sending, by the computing system, a selected image of the at least one image displayed on the dynamic interaction widget application to the client in response to selection of the selected image by the contact center agent.