Chat Interface Animation Library for Blended Source Orchestration
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Solution Overview
Problem
Contact centers face challenges in providing high-quality customer service while minimizing costs, as relying solely on live human agents is expensive and inefficient, and automated processes can lead to customer dissatisfaction due to long wait times and lack of personalization in blended chat interactions.
Innovation Solution
The implementation of a processor-implemented method and system that orchestrates chat interactions by using an animation library to generate source-informative animations, distinguishing between chat messages from multiple sources (human agents and chat bots) through conversational states, graphic stills, and animation templates, providing a consistent and engaging user interface that maintains visual continuity across different sources.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated chat bots are used to reduce costs, then operational efficiency is improved, but customer satisfaction deteriorates due to lack of personalization and long wait times
Solution Approach 1:
The patent combines automated chat bots and human agents into a unified blended chat system. The animation library visually represents both sources (robot icon for bot, human icon for agent) and merges their interactions into a single continuous conversation flow, allowing the system to leverage both automation efficiency and human personalization capabilities simultaneously
Solution Approach 2:
The animation library acts as an intermediary visual layer between the customer and the chat sources. By providing consistent visual representations and smooth transitions during source changes, the animation library mediates the customer's perception, making the blended interaction feel seamless and personalized rather than fragmented
2Reliability
If multiple chat sources are used in blended interactions, then service quality is improved, but user interface consistency deteriorates due to random transfers between sources
Solution Approach 1:
The patent applies local quality by providing source-specific visual representations within the unified interface. Each chat source (bot or agent) has its own distinct icon and animation style, allowing the system to maintain overall consistency while incorporating local variations that identify different sources and their characteristics
Solution Approach 2:
The animation library enforces homogeneity by using a unified set of animation templates, transition effects, and visual styles for all chat sources. This ensures that regardless of which source (bot or agent) is active, the overall interface maintains consistent visual quality and behavior, preventing the fragmentation that would otherwise occur with multiple different source interfaces
Data Source
AI summary
A method for orchestrating a chat interaction with a customer and multiple sources that includes providing an animation library that includes conversational states, graphic stills corresponding to respective ones of the conversational states, animation templates, and source-based modifications corresponding to respective ones of the multiple sources. The method may include generating a source-informative animation by: determining a source of a chat message; determining a conversational state for the chat message; selecting a graphic still for the message; selecting an animation template for the chat message based on the selected graphic still; selecting a source-based modification that corresponds to the source; and modifying the animation template pursuant to the source-based modification so to generate the source-informative animation. The method may include sending a signal to the customer configured to generate thereon a chat interface having the chat message and source-informative animation.