Chat Interface for Call Center Agent Collaboration

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Solution Overview

Problem

Current call center systems face inefficiencies in managing customer interactions, particularly when transferring calls between agents, as direct voice communication is slow and expensive, and customers often experience frustration from repeating their issues to multiple agents.

Innovation Solution

A computer-based system that converts audio streams from customers into text, allowing seamless interaction between multiple call center agents via chat interfaces, merging their responses into unified computer-generated speech, while storing chat histories.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of energy

If direct voice communication is used between agents, then real-time interaction is achieved, but costs increase and transfer efficiency decreases

Engineering Contradiction:

Improvecommunication costVSAvoidcall transfer efficiency

Core Design Contradiction:

Loss of energyVSProductivity

Solution Approach 1:

The patent introduces a chat interface as an intermediary medium between call center agents. Instead of direct voice communication, agents exchange messages through the chat interface, which serves as a mediator that reduces communication costs while maintaining interaction efficiency. The chat interface captures and transmits communication content without requiring continuous voice channel activation.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent replaces the mechanical voice communication system with a digital chat-based system. The voice channel is substituted by text-based chat interfaces that run parallel to the voice call, allowing agents to communicate without occupying the voice channel, thereby reducing costs and improving transfer efficiency.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Adaptability or versatility

If multiple agents interact with the customer via voice, then comprehensive service is provided, but customers must repeat their issues and wait times increase

Engineering Contradiction:

Improveservice coverageVSAvoidcustomer wait time

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

The patent merges the communications from multiple agents into a single unified chat interface that the customer interacts with. Instead of switching between multiple agents on the voice channel, the system combines their messages and responses into one cohesive chat stream, allowing the customer to receive comprehensive service without repeatedly stating their issues to each agent.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The patent maintains continuous interaction between the customer and the call center system by keeping the chat interface active throughout the call. The chat history is preserved and continuously updated, ensuring that no information is lost during agent transitions and that the customer experience remains uninterrupted and efficient.

Inventive Principle:

Principle #20Continuity of useful action

3Loss of energy

If chat interfaces are used for agent communication, then communication cost is reduced, but system complexity increases

Engineering Contradiction:

Improvecommunication costVSAvoidsystem architecture

Core Design Contradiction:

Loss of energyVSDevice complexity

Solution Approach 1:

The patent implements a universal chat interface system that serves multiple functions: it enables agent-to-agent communication, provides a customer-facing interaction channel, maintains call history, and facilitates seamless agent transitions. This multi-functional approach consolidates what would otherwise require separate systems into a single platform, managing complexity while achieving cost reduction.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS11700330B2Computer-based systems and methods configured for one or more technological applications for the automated assisting of telephone agent services

Publication Date: 2023.07.11 CAPITAL ONE SERVICES LLC

AI summary

At least some embodiments, a system includes a memory, and a processor configured to convert an audio stream of a speech of a customer during a customer call session into customer-originated text. The customer-originated text is displayed in a first chat interface. A request from a first call center agent is sent to a second call center agent via the first chat interface to interact with the customer during the customer call session and displayed in a second chat interface. The second agent is allowed to participate in the customer call session when the second call center agent accepts the request from the first call center agent. First agent-originated text and second agent-originated text during the customer call session is merged to form a combined agent-originated text and synthesized to computer-generated agent speech having a voice of a computer-generated agent based on the combined agent-originated text communicated to the customer over the voice channel.