Automated Agent Web Communication Session Transfer
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing communication systems struggle to efficiently facilitate real-time communication between users and entities through web applications, particularly in scenarios where automated agents need to seamlessly transfer conversations to live agents.
Innovation Solution
A method and system that enable communication between a user web application and an entity by establishing a communication session between the user web application and an automated agent, obtaining contextual information, determining when to connect the user with a live agent, and transferring the communication session accordingly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated agents handle all communication sessions, then productivity is improved, but adaptability deteriorates when complex or personalized support is needed
Solution Approach 1:
The patent implements an intermediary mechanism that automatically determines when to transfer communication sessions from automated agents to live agents. The system evaluates session context and user needs, acting as a mediator to route complex or personalized support requests to human agents while maintaining automated handling for routine matters, thus resolving the contradiction between automation efficiency and adaptability.
2Adaptability or versatility
If communication sessions are transferred between automated and live agents, then adaptability is improved, but device complexity worsens
Solution Approach 1:
The patent creates a universal session management system that handles multiple functions within a single framework: automated agent communication, live agent communication, session transfer decisions, and contextual information management. This multi-functional approach consolidates what would otherwise require separate complex systems, enabling agent transfers while managing overall system complexity.
3Reliability
If contextual information is maintained during transfers, then reliability is improved, but loss of time worsens due to information processing overhead
Solution Approach 1:
The patent implements preliminary action by proactively capturing and storing contextual information throughout the communication session before transfer occurs. The system continuously monitors and preserves relevant data such as user preferences, conversation history, and session state, so that when a transfer is needed, the information is already prepared and readily available, minimizing transfer time while ensuring reliability.
Data Source
AI summary
According to one example, a method includes facilitating communication between a user web application and an entity. The method may be performed by a communication server of a web communication service. The method includes receiving a request from the user web application to communicate with the entity, establishing a communication session between the user web application and an automated agent, obtaining contextual information associated with the communication session, the contextual information including information provided by the user web application, determining that a user of the user web application should be connected with a live agent, and in response to the determining, connecting the user web application with a terminal of an agent associated with the entity. The method further includes providing the live agent associated with the entity with the contextual information.