Automated Escalation Agent for Language Interpretation
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Solution Overview
Problem
Current language interpretation platforms face inefficiencies in providing immediate language interpretation services due to the reliance on human escalation agents, leading to extended wait times for Limited English Proficiency users in urgent situations, as human agents manually search for available interpreters, which is cumbersome and delays the language interpretation process.
Innovation Solution
An automated escalation agent system that searches a database of language interpreters and sends notifications to offline interpreters via multi-channel mechanisms, allowing for simultaneous communication and quick selection of available offline interpreters based on criteria such as response time and location, thereby reducing processing time and improving service efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human escalation agents manually search for available interpreters, then language interpretation services can be provided, but extended wait times occur for Limited English Proficiency users in urgent situations
Solution Approach 1:
The system enables offline interpreters to automatically receive notifications and self-register availability through the notification mechanism, eliminating the need for manual searching by escalation agents. The automated matching system then self-selects appropriate interpreters based on criteria,实现ing self-service throughout the process.
Solution Approach 2:
The patent replaces the mechanical manual process of escalation agents making telephone calls with an automated electronic notification system that uses computer communication networks to instantly notify offline interpreters and automatically match them with requests, substituting physical manual actions with electronic automation.
2Reliability
If human escalation agents manually place telephone calls to find available interpreters, then interpreters can be located, but the process becomes cumbersome and delays language interpretation
Solution Approach 1:
The patent replaces the mechanical manual process of escalation agents making telephone calls with an automated electronic notification system that uses computer communication networks to instantly notify offline interpreters and automatically match them with requests, substituting physical manual actions with electronic automation.
Solution Approach 2:
The notification mechanism acts as an intermediary between the language interpretation platform and offline interpreters, automatically transmitting availability requests and matching information without requiring human escalation agents to manually contact each interpreter.
3Reliability
If the system waits for scheduled interpreters to become available, then interpreter quality can be maintained, but significant delays occur in time-sensitive situations
Solution Approach 1:
The system performs preliminary actions by proactively notifying offline interpreters of potential matches before scheduled interpreters become available, allowing offline interpreters to prepare and become available sooner, thus reducing wait time while maintaining quality through careful matching.
Solution Approach 2:
The patent introduces dynamic flexibility by allowing the system to switch between scheduled and offline interpreters based on urgency and availability, rather than rigidly adhering to pre-scheduled arrangements, enabling adaptive response to time-sensitive situations while maintaining interpreter quality through automated criteria-based selection.
Data Source
AI summary
A system, computer program product, and process are provided for an automated escalation agent. A receiver receives a request for language interpretation from a first language to a second language. Further, a database stores data associated with a plurality of language interpreters associated with a computer implemented language interpretation platform. A processor searches the database and determines that no online language interpreter is available to perform language interpretation at a time of the request and that escalates the request to determine if an offline language interpreter is available to initiate the language interpretation within a predetermined time period measured from the time of the request. An automated escalation agent module searches the database according to notification criteria, and sends at least one notification including the request to a plurality of offline language interpreters that meet the notification criteria.