Bot Gateway Schema Mapping for Contact Center Automation
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Solution Overview
Problem
Contact centers face high costs and reduced customer satisfaction due to the need for live human agents to handle customer interactions, as coordinating their availability for varied customer needs is complex and time-consuming, leading to long wait times.
Innovation Solution
Implementing a cloud-based bot gateway to facilitate bot communications, allowing for the orchestration and integration of chatbots with human agents, enabling efficient handling of customer interactions and optimizing resource allocation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If live human agents are used to handle customer interactions, then customer service quality is improved, but operational costs increase and coordination complexity increases
Solution Approach 1:
The patent segments customer interactions by implementing an automated routing system that categorizes and directs different types of customer inquiries to appropriate agents based on their skills and availability. This segmentation reduces coordination complexity by automatically organizing the workflow rather than requiring manual coordination of all agent-customer interactions.
Solution Approach 2:
The patent introduces an automated routing system as an intermediary between customers and human agents. This mediator analyzes customer inquiries, matches them with suitable agents based on predefined criteria, and manages the interaction flow, thereby reducing the coordination burden while maintaining service quality.
2Adaptability or versatility
If live human agents are coordinated for varied customer needs, then service coverage is improved, but wait times increase
Solution Approach 1:
The patent implements preliminary action by pre-categorizing customer inquiries and pre-matching them with suitable agents based on skills and availability before the actual interaction occurs. The automated routing system prepares and routes interactions in advance, reducing wait times while maintaining comprehensive service coverage through pre-established agent-customer matching criteria.
3Productivity
If more human agents are deployed to reduce wait times, then customer satisfaction is improved, but operational costs increase
Solution Approach 1:
The patent implements self-service through an automated routing system that independently manages the distribution of customer interactions to agents without requiring additional human coordination resources. The system automatically routes inquiries based on agent availability and skills, increasing service throughput without the need to proportionally increase the number of human agents, thereby controlling operational costs.
Data Source
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AI summary
A method for delivering messages from customers to bots that includes providing a bot gateway and, pursuant to a process, formatting and sending the messages. The bot gateway includes bot schemas that each defines a data field arrangement for sending requests to a particular bot. The process includes receiving a first message and determining therefrom a first customer, a first tenant, a first bot, and a text message from the first customer to the first bot. The process includes: providing a bot configuration data set; selecting a first bot schema pertaining to the first bot; creating a formatted request via mapping the text message and the data values defined in the bot configuration data set to corresponding data fields defined within the data field arrangement; and sending the formatted request to the first bot.