Bot Performance Evaluation System with Quality Management Feedback
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Solution Overview
Problem
Current technologies lack effective tools to measure the efficiency and effectiveness of bot interactions with human clients, leading to low customer satisfaction and increased escalation to human agents due to the absence of quality management processes for virtual agents.
Innovation Solution
A system and method for evaluating bot performance by collecting and calculating bot metrics, generating a bot performance output, and initiating updates based on positive or negative assessments, using a processor to retrieve and assess bot update recommendations from a quality management system.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If bot interactions are automated without quality management processes, then productivity increases, but measurement precision of bot efficiency deteriorates
Solution Approach 1:
The patent implements a feedback mechanism where bot interactions are automatically evaluated and the results are used to update and improve bot performance. The system collects interaction data, assesses it against quality criteria, and feeds back improvements to the bot, creating a continuous quality management loop that maintains measurement precision while preserving automation benefits
Solution Approach 2:
The bot quality management system operates autonomously without requiring human intervention for each evaluation. The bot self-evaluates its interactions, automatically collects and analyzes performance data, and implements its own improvements based on assessed metrics, enabling self-service quality management that maintains precision at scale
2Device complexity
If bot performance is not evaluated, then device complexity is reduced, but reliability of customer service deteriorates
Solution Approach 1:
The patent replaces manual quality management processes with an automated computational system. Instead of human reviewers manually assessing bot interactions, the system uses automated algorithms and processors to evaluate interaction data, collect metrics, and generate improvements, substituting mechanical human processes with automated electronic systems that maintain reliability without proportional increases in complexity
Solution Approach 2:
The system applies quality management processes from human agent evaluation to bot evaluation by creating a replicated assessment framework. It copies the essential elements of quality management (data collection, assessment criteria, improvement generation) and adapts them for automated bot interactions, enabling reliable service quality maintenance through standardized evaluation templates
3Ease of operation
If bot interactions lack quality management, then ease of operation improves, but loss of information about performance deterioration increases
Solution Approach 1:
The patent implements continuous quality management that operates throughout the entire bot interaction lifecycle. Rather than periodic or manual assessments, the system continuously collects interaction data, continuously assesses performance metrics, and continuously generates improvements, ensuring no performance degradation goes undetected while maintaining operational simplicity through automated ongoing processes
Solution Approach 2:
The system introduces an intermediary automated assessment layer between bot interactions and performance outcomes. This intermediary automatically collects and analyzes interaction data, preventing loss of performance information by capturing and processing it through a dedicated evaluation mechanism that operates transparently in the background without complicating bot operation
Data Source
AI summary
A method and system for evaluating bot performance, including collecting, by a processor, bot performance data items, wherein the collecting includes directly collecting bot performance data items; and calculating bot performance data items based on collected bot performance metrics; producing a bot performance output including bot performance data items; and assessing the bot performance output. Assessment of the bot performance output may initiate bot quality management, wherein the bot quality management includes, assessing the bot update recommendations. Assessment of the bot update recommendations may result in initiating bot update.