Botlet Control for Attended RPA Communication Exchange
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional user support chatbots transfer control to human agents without returning control to chatbots, leading to agent occupation and delays in tasks that could be handled by chatbots, causing inefficiencies in communication processes.
Innovation Solution
Implementing automated communication exchange programs, known as botlets, which can interact with users and back-end systems, perform sub-tasks, and notify agents, allowing for partial conversation execution and agent override, enabling efficient task handling and reducing agent intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If conventional chatbots transfer control to human agents without returning control, then user support can be escalated to human expertise, but agent occupation increases and productivity decreases
Solution Approach 1:
The system dynamically transfers control between chatbot and human agent based on conversation state and task requirements. The chatbot can autonomously execute tasks when capable, and transfer to human agent when needed, with the ability to return control to complete compound tasks, creating a flexible hybrid workflow that optimizes both support quality and agent productivity
Solution Approach 2:
The conversation and task execution are segmented into discrete units that can be independently handled by chatbot or human agent. The system identifies specific sub-tasks that the chatbot can perform autonomously versus those requiring human intervention, allowing parallel processing and reducing agent occupation while maintaining comprehensive support
2Adaptability or versatility
If conventional chatbots transfer control to human agents, then complex tasks can be handled, but delays occur in compound tasks requiring passive agent intervention
Solution Approach 1:
The chatbot performs preliminary actions and gathers information autonomously before transferring to human agent. For compound tasks, the chatbot can execute preparatory sub-tasks while the agent is actively occupied elsewhere, then return control to complete the remaining portions, eliminating waiting time and enabling parallel task execution
Solution Approach 2:
The system maintains continuous useful action by enabling the chatbot to execute tasks autonomously without requiring constant human agent involvement. The chatbot can carry out multiple sub-tasks in sequence, return control to agent only when necessary, and resume autonomous execution, ensuring continuous productive activity rather than idle waiting
Data Source
AI summary
Methods, systems, and computer program products for implementing automated communication exchange programs for attended robotic process automation are provided herein. A computer-implemented method includes invoking, during a user communication associated with an attended robotic process automation context, at least one automated communication exchange program in response to at least one user input; determining, using the at least one automated communication exchange program, information directed to the at least one user input; carrying out, using the at least one automated communication exchange program, at least a portion of the user communication subsequent to determining the information directed to the at least one user input; and performing one or more automated actions in connection with automatically carrying out the at least a portion of the user communication.