Asynchronous Virtual Assistant Task Execution
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Customers face frustration and inefficiency when attempting to complete tasks through customer service systems, often encountering wait times, transfers, and limitations in using automated methods, which can hinder task fulfillment.
Innovation Solution
A virtual assistant service that includes a customer intelligent virtual assistant (IVA) component and an outbound IVA service component, capable of receiving task request data, extracting destination identifiers, classifying intent, selecting communication channels, and forming task instructions to autonomously interact with destination entities via various channels like chat, phone, or email to fulfill customer requests.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customers place phone calls or initiate chat sessions themselves to complete tasks, then they can directly communicate with customer service, but they experience wait times, transfers, and frustration
Solution Approach 1:
The system performs preliminary actions by automatically initiating communications with destination entities on behalf of customers before customers need to take any action. The virtual assistant service pre-processes task requests by extracting destination identifiers, classifying intents, and autonomously reaching out to relevant entities, thereby eliminating customer wait times and manual involvement.
Solution Approach 2:
The system implements self-service by enabling the virtual assistant to autonomously complete tasks without requiring customer service intervention or customer effort. The automated system independently extracts information, selects communication channels, and interacts with destination entities to fulfill customer requests, making the system serve itself rather than relying on human operators.
2Productivity
If automated systems are used for customer service, then efficiency can be improved, but they may only support phone calls or be limited to specific tasks
Solution Approach 1:
The virtual assistant service implements universality by supporting multiple communication channels (phone calls, chat sessions, emails, texts) and diverse task types through a single integrated system. The system can extract destination identifiers and classify intents across different domains, making it adaptable to various customer service scenarios while maintaining high automation efficiency.
Solution Approach 2:
The system applies dynamics by adaptively selecting communication channels based on task requirements and destination entity characteristics. The virtual assistant dynamically determines whether to use phone calls, chat, email, or text messaging based on the classified intent and destination identifier, allowing the system to flexibly adjust its behavior to match specific task requirements.
3Reliability
If customers are involved in the task fulfillment process, then they can provide input and feedback, but it increases time consumption and frustration
Solution Approach 1:
The system minimizes customer involvement by implementing self-service where the virtual assistant autonomously extracts destination identifiers, classifies intents, and completes tasks without requiring customer input or feedback. The automated system independently manages the entire task fulfillment process, reducing both time consumption and customer frustration while maintaining reliability through intelligent automation.
Data Source
AI summary
An intelligent virtual assistant (IVA) is deployed to place a call/chat to customer service on behalf of the customer, thus saving them time and frustration. The IVA contacts a destination entity over one or more channels, for example, chat, phone call, Application Programming Interface (API), or email, in order to complete open-ended task(s) requested by another computer. Before the IVA contacts the destination entity, a specific user profile is injected into an IVA dialog state. The IVA contacts the destination entity and answers customer service agent (CSA) questions by using the specific user profile inserted. The IVA then stores the task outcome for the user to review. If something prevents the task from succeeding, the IVA alerts the user that either it needs more information or the user may need to perform some action before the task can be completed, such as filling out, or emailing a form.