Asset Management Response Routing Between AI and Human Operators

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Solution Overview

Problem

Existing asset management systems struggle with inappropriate automatic responses from AI, missing business opportunities due to uniform responses, especially in critical situations requiring human intervention.

Innovation Solution

A support apparatus and method that includes a reception unit for receiving asset management requests and a response control unit to determine whether to switch to an operator or make an automatic response based on the request content, using machine learning models for decision-making.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If an automatic response system is used for asset management inquiries, then response efficiency is improved, but response quality and business opportunity capture deteriorate

Engineering Contradiction:

Improveresponse efficiencyVSAvoidresponse quality

Core Design Contradiction:

ProductivityVSReliability

Solution Approach 1:

The patent introduces a determination unit as an intermediary component that acts as a gatekeeper between the automatic response system and the operator response system. This determination unit analyzes inquiry characteristics and decides whether to route to AI or human operators, enabling the system to automatically identify when human intervention is needed while maintaining overall automation efficiency

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system dynamically adjusts the response mode based on inquiry characteristics rather than using a fixed response mechanism. The determination unit evaluates each inquiry in real-time and switches between automatic and operator response modes accordingly, allowing the system to adapt its behavior to match the specific needs of each inquiry

Inventive Principle:

Principle #15Dynamics

2Device complexity

If a uniform automatic response policy is applied, then system complexity is reduced, but adaptability to different inquiry types deteriorates

Engineering Contradiction:

Improvesystem complexityVSAvoidadaptability to inquiry types

Core Design Contradiction:

Device complexityVSAdaptability or versatility

Solution Approach 1:

The patent applies different response qualities to different parts of the inquiry processing based on their specific characteristics. High-value or complex inquiries are routed to operators with human judgment, while routine inquiries are handled by AI, ensuring each inquiry receives the appropriate level of attention and expertise for its specific needs

Inventive Principle:

Principle #3Local quality

Solution Approach 2:

The system changes the operational parameters of the response mechanism based on inquiry characteristics. By analyzing features such as inquiry type, complexity, and potential business value, the determination unit adjusts the response mode parameter to optimize both service quality and operational efficiency for different inquiry scenarios

Inventive Principle:

Principle #35Parameter changes

Data Source

PatentUS20260024140A1Support apparatus, support method, and non-transitory computer-readable medium

Publication Date: 2026.01.22 NEC CORP

AI summary

An object is to improve a technique of automatically determining whether to make an automatic response or to cause an operator to respond. A support apparatus includes a reception unit that receives a request related to asset management from a support subject, and a response control unit that determines whether to cause an operator to respond to the request or to make an automatic response to the request according to content of the request. According to this support apparatus, it is possible to support the decision making of a subject who manages assets.