Automated Agent Routing for Chat Workflows
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Solution Overview
Problem
Existing chat agent systems lack the ability to efficiently invoke and manage automated agents for performing interactive workflows during chat sessions, leading to inefficiencies and potential errors in handling user requests.
Innovation Solution
A chat agent platform that allows live agents to specify and invoke automated agents to perform interactive workflows, enabling automated agents to take over conversations with users, gather information, and complete tasks such as making reservations or resetting passwords, while live agents can monitor and provide guidance as needed.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If chat agents handle all user interactions manually, then user service quality is maintained, but agent workload and response time increase
Solution Approach 1:
The patent segments chat sessions into different types (routine vs. complex) and routes them to appropriate handling mechanisms. Automated agents handle routine segments while human agents focus on complex segments, improving overall productivity and response time.
Solution Approach 2:
The patent introduces automated agents as intermediaries between users and human agents. These automated agents handle initial interactions, information gathering, and routine tasks, freeing human agents to handle more complex cases and reducing their workload.
2Productivity
If automated agents are used for all interactions, then efficiency increases, but ability to handle complex situations decreases
Solution Approach 1:
The patent implements dynamic routing that adapts to session complexity. The system automatically transitions from automated agent handling to human agent handling when complexity thresholds are exceeded, ensuring both efficiency and adaptability are maintained.
Solution Approach 2:
The patent incorporates feedback mechanisms where automated agents continuously assess session complexity and user satisfaction. When feedback indicates a situation has become too complex for automated handling, the system triggers escalation to human agents.
3Reliability
If human agents handle all chat sessions, then service quality is maintained, but cost and workload increase
Solution Approach 1:
The patent enables self-service through automated agents that can independently handle routine chat sessions, information gathering, and task completion. This reduces the number of human agents needed while maintaining service quality for appropriate cases.
Solution Approach 2:
The patent implements preliminary action by having automated agents perform information gathering, context analysis, and preliminary problem-solving before human agents become involved. This preparation work reduces the complexity of human agent tasks and improves overall system efficiency.
Data Source
AI summary
A text dialogue between a first user and a second user is obtained. Based on an analysis of the text dialogue, workflows that are relevant to the text dialogue are identified. A list of the workflows is provided to a client device associated with the first user. An indication of a selection of a particular workflow from the list of the workflow is received from the client device associated with the first user. Based on the particular workflow, a communication session is established between the second user and an automated chatbot associated with the particular workflow.