Automated Text Messaging via Natural Language Understanding
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Solution Overview
Problem
Contact centers face high costs in hiring and managing personnel for customer interactions, and existing automated systems are limited in accommodating text-based messaging as a primary form of communication, which is increasingly preferred by users.
Innovation Solution
Implementing an automated text-based messaging interaction system using natural language understanding technologies, where text messages are interpreted by a self-service application platform to generate responses, supporting multiple formats like SMS, instant messaging, and email, through a VoiceXML automation engine and natural language understanding engine.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human agents are hired and managed to handle customer interactions in contact centers, then customer service quality is maintained, but operational costs increase significantly
Solution Approach 1:
The patent implements a self-service automated messaging platform that enables customers to interact with the system autonomously through text-based communications. The system processes customer inquiries, provides information, and handles routine transactions without requiring human agent intervention, thereby reducing operational costs while maintaining service quality through automated natural language understanding and response generation capabilities
2Quantity of substance
If existing automated systems are used for customer interactions, then operational costs are reduced, but the system cannot accommodate text-based messaging as a primary communication form
Solution Approach 1:
The patent creates a universal automated messaging system that handles multiple communication formats including text messages, emails, and other text-based communications through a single integrated platform. The system uses natural language understanding technologies to process diverse input formats and generate appropriate responses, enabling the same automated system to accommodate various communication preferences and channels without requiring separate systems for each format
Data Source
AI summary
Automated text-based messaging interaction using natural language understanding technologies enables text-based messages to be received from users and interpreted by a self-service application platform so that the self-service application platform can respond to the text-based messages in an automated manner. The characters and strings of characters contained within the text message are interpreted to extract words, which are then processed using a natural language understanding engine to determine the content of the text-based message. The content is used to generate a response message from static and/or dynamic grammars to automate the process of interacting with a user via text-based messages. Multiple text-based message formats are supported, including text messages transmitted using Short Messaging Service (SMS), instant messaging, chat, and e-mail.