Chat Greeting Automation via Logical Qualifiers

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Solution Overview

Problem

Conventional agent-served chat systems fail to effectively associate timely and adequate greetings with web page visitors, hindering the selling process and customer service by being manual and time-consuming.

Innovation Solution

A real-time event processing system that displays custom-made messages or greetings to web page visitors based on logical conditions set up in the database, allowing for efficient communication by automating the process and optimizing agent response times.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If manual greeting association is used in agent-served chat systems, then agents can provide personalized communication, but the process becomes time-consuming and delays customer service response

Engineering Contradiction:

Improvepersonalized communication capabilityVSAvoidcustomer service response time

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system pre-establishes greeting templates and qualification criteria in the database before customer interactions occur. Agents can quickly select from pre-defined greeting options that automatically match customer qualifications, eliminating the need for manual personalized composition during live chats and significantly reducing response time while maintaining personalization quality

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system automatically matches customer qualifications with appropriate greetings using database queries and logical condition evaluation. The greeting selection process is automated through the chat interface system, which independently retrieves and displays qualified greetings without requiring manual agent intervention for each matching operation, thereby reducing time loss while preserving personalized communication

Inventive Principle:

Principle #25Self-service

2Productivity

If automated greeting display based on logical conditions is implemented, then response time is reduced and efficiency is improved, but system complexity increases due to database and processing requirements

Engineering Contradiction:

Improvecustomer service efficiencyVSAvoidsystem architecture complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The system employs a universal database structure and processing framework that can handle multiple greeting types, qualification criteria, and customer scenarios through a single integrated architecture. This multi-functional design allows the system to manage diverse customer service situations without requiring separate complex subsystems for each function, thereby improving productivity while controlling overall system complexity

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The chat interface system serves as an intermediary layer between the database and the customer interaction process. It handles the complexity of database queries, logical condition evaluation, and greeting retrieval, presenting a simplified interface to agents while managing the underlying system complexity internally, thus improving efficiency without exposing the full complexity to users

Inventive Principle:

Principle #24Intermediary (Mediator)

3Quantity of substance

If greetings are displayed to all visitors without conditions, then communication coverage is maximized, but irrelevant messages are shown reducing effectiveness

Engineering Contradiction:

Improvemessage distribution volumeVSAvoidmessage relevance accuracy

Core Design Contradiction:

Quantity of substanceVSReliability

Solution Approach 1:

The system applies different greeting qualifications and display rules to different customer segments based on their specific attributes and behaviors. Each customer receives greetings tailored to their local characteristics (qualification profile) rather than a uniform approach, ensuring message relevance is optimized for each individual while maintaining appropriate distribution volume across different customer groups

Inventive Principle:

Principle #3Local quality

4Speed

If real-time processing is implemented to display greetings based on visitor behavior, then timely assistance is provided, but processing resources and system load increase

Engineering Contradiction:

Improvegreeting display timingVSAvoidprocessing resource consumption

Core Design Contradiction:

SpeedVSUse of energy by moving object

Solution Approach 1:

The system implements real-time processing selectively for critical customer interaction points and high-priority greetings, rather than continuously processing all possible greeting scenarios. By applying real-time evaluation only where necessary to maintain timely assistance, the system achieves appropriate greeting display timing while avoiding excessive processing resource consumption in low-priority situations

Inventive Principle:

Principle #16Partial or excessive action

Data Source

PatentUS10880238B2Chat-based method and system for displaying to the end user greetings or custom messages based on qualifiers

Publication Date: 2020.12.29 TEXT SPOLKA AKCYJNA

AI summary

The embodiment is a chat-based method to display to the end user a greeting or a custom message based on qualifiers saved in the database. The system allows triggering interaction between a web page visitor and the embodiment user being a webpage or application owner. Real-time processing and conditions set up in the HTTP Server and Customer State server allows associating particular visitors with conditions which may be either inclusive or exclusive based on one or more logical qualifiers. It allows the user of the embodiment to set up a velocity with which agents may be able to respond as an outcome of potential greeting what shall address the issues of queues delaying customer service process.