Automated Support Engine for Service Request Analysis
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Solution Overview
Problem
Large numbers of repeated identical service requests in user support systems lead to increased workload and inefficiency for support personnel, resulting in longer queue lengths and higher costs.
Innovation Solution
An automated support engine analyzes service requests, identifies issues, and generates automatic initial responses with suggested solutions and reference materials, reducing the need for human intervention and improving response efficiency.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If support personnel manually respond to service requests, then service requests can be handled with human judgment and flexibility, but the volume of repeated requests increases queue length and reduces efficiency
Solution Approach 1:
The system enables self-service by automatically analyzing service requests and generating initial responses without human intervention. The automated support engine processes requests, identifies issues, and formulates responses independently, allowing the system to serve itself rather than relying on support personnel for every request.
Solution Approach 2:
The patent replaces the mechanical system of manual human analysis and response composition with an automated computational system. The automated support engine uses text analysis, search algorithms, and response generation capabilities to substitute human manual processing, thereby increasing speed and reducing queue length.
2Reliability
If support personnel respond to repeated identical service requests, then each request receives personalized attention, but duplication of effort increases costs and reduces efficiency
Solution Approach 1:
The system creates and stores templates of effective service responses that can be copied and adapted for similar future requests. When the automated support engine identifies a recurring issue, it can retrieve and reuse previously developed response templates, ensuring consistent quality while eliminating duplication of effort.
Solution Approach 2:
The automated support engine performs multiple functions: it analyzes requests, searches for solutions, generates responses, and learns from interactions. This multi-functional system replaces multiple specialized human roles, improving efficiency while maintaining service quality through its ability to handle various request types uniformly.
3Measurement precision
If manual analysis of service requests is performed, then complex issues can be understood in context, but response time increases for both users and support personnel
Solution Approach 1:
The patent replaces manual human analysis with automated text analysis algorithms that can process and understand service requests rapidly. The automated support engine uses computational methods to identify issues, search knowledge bases, and generate responses much faster than manual processing, thereby reducing response time while maintaining accuracy.
Solution Approach 2:
The system performs preliminary actions by pre-processing service requests through automated analysis and matching them with known issues and solutions. This preliminary automated processing occurs immediately upon receipt, eliminating the delay associated with manual analysis and enabling faster overall response times.
Data Source
AI summary
Providing automatic initial responses to service requests. An automated support engine receives a service request including a problem description from a client. A text analysis component analyzes the problem description to identify an issue. A search component searches response reference sources to identify a set of suggested solutions and a set of reference materials associated with the issue. The response reference sources include structured data materials and unstructured data materials. The automated support engine combines the set of suggested solutions and a set of links corresponding to the set of reference materials to generate an automatic initial response. The automated support engine sends the automatic initial response to the client to assist a user in resolving the identified issue.