Chat Achievement Labeling System for Scalable Performance Evaluation
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Solution Overview
Problem
Current customer service tools lack an easy and scalable method for data collection that meets individual business needs for evaluating chat performance between end-users and chat agents, requiring custom-programmed solutions.
Innovation Solution
A system comprising an API infrastructure, a server with predefined conditions for goal classification, and a user processor for configuring and displaying goals, which collects data on user activity and compares it with predefined conditions to mark goal achievements, allowing chat operators to set up and evaluate chat communication effectiveness.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If custom-programmed solutions are developed for data collection, then data collection capability is improved, but device complexity and development time increase
Solution Approach 1:
The system automatically collects and processes chat data without requiring custom programming by each business. The chat operator interface and automated goal tracking system enable the system to serve itself by collecting performance data, evaluating chat effectiveness, and generating reports automatically, eliminating the need for bespoke development solutions.
Solution Approach 2:
The platform provides a universal data collection system that serves multiple businesses and industries through standardized goal definitions and chat evaluation metrics. The same infrastructure can track various types of chat performance (customer service, sales, support) without requiring custom programming, making the system multi-functional and broadly applicable.
2Ease of operation
If standardized data collection methods are used, then ease of operation is improved, but adaptability to individual business needs deteriorates
Solution Approach 1:
The system dynamically adapts standardized data collection methods to individual business needs through configurable goal definitions. Businesses can define custom goals, metrics, and evaluation criteria within the standardized platform interface, allowing the system to flexibly adjust to specific requirements while maintaining ease of operation through a unified user experience.
Solution Approach 2:
The platform allows each business to customize local aspects of data collection (specific goals, metrics, chat evaluation criteria) while maintaining the overall standardized framework. Each business can define its own performance indicators and tracking parameters without affecting the core system architecture, enabling localized adaptation within a universal platform.
3Measurement precision
If comprehensive chat performance evaluation is implemented, then measurement precision is improved, but loss of time for data processing increases
Solution Approach 1:
The system performs preliminary data processing and goal evaluation during chat interactions themselves, rather than analyzing all data afterward. Chat messages are automatically categorized, goals are tracked in real-time, and performance metrics are calculated continuously during the conversation, reducing post-processing time while maintaining comprehensive evaluation precision.
Solution Approach 2:
The chat evaluation system operates continuously during chat interactions, constantly monitoring and evaluating performance rather than processing data in batches. This continuous evaluation maintains high measurement precision across all chats while minimizing time loss by eliminating idle processing periods between data collection and analysis.
Data Source
AI summary
An instant messaging and measuring instant communication effectiveness is set out. The disclosure is directed towards measuring the performance of the chat by chat goal that is a composition of metrics to be achieved during the conversation. The disclosure is directed to a system and method for chat communication evaluation in the form of achievements marking that are based on predefined conditions. The conditions are configured on the processor of the second user (also referred to as the chat operator) and are further transferred to the server for storage purposes. The goal is a composition of information collected by the system about the first user (end-user) as for example previously visited page, purchase, time spent on the page. Goal collection may be extended over time and interrupted by other events.