Chat Platform Language Detection and Routing
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Solution Overview
Problem
Financial institutions face inefficiencies and user dissatisfaction due to the inability of chatbots to detect and respond in the user's preferred language during chat sessions, leading to increased session lengths and decreased customer confidence in service quality.
Innovation Solution
A computing device and method that employs a trained machine learning algorithm, such as a convolutional neural network, to detect the user's language in real-time and route the chat session to a human support agent who speaks the user's language, ensuring seamless communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If automated virtual support agents/chatbots are used to handle customer communications, then service coverage and automation level are improved, but the ability to detect and respond in user's preferred language deteriorates
Solution Approach 1:
The patent introduces an intermediary component - a language detection module that acts as a mediator between the automated chatbot and the user. This module detects the user's language and routes the conversation to an appropriate support agent who speaks the detected language, thereby enabling the automated system to adapt to different languages without requiring the chatbot itself to have multilingual capabilities.
Solution Approach 2:
The support system is segmented into multiple specialized components: an automated chatbot for initial interaction, a language detection module for identifying user language, and multiple human support agents specialized in different languages. This segmentation allows each component to focus on its specific function, improving overall system adaptability to different languages while maintaining high automation levels.
2Ease of operation
If language detection and routing capabilities are added to the chat platform, then user experience and service quality are improved, but system complexity increases
Solution Approach 1:
The language detection and routing functionality is extracted as a separate, standalone module within the chat platform. This extraction allows the core chatbot functionality to remain simple and automated, while the added language detection capability is implemented as an independent component that processes user input and routes conversations appropriately, thereby improving user experience without significantly complicating the overall system architecture.
Data Source
AI summary
A computing device, a computer program product, and a computer-implemented method for delivering enhanced financial services and, more particularly, for facilitating enhanced network communication between a user and a financial institution via a client device. A digital financial management platform for the client device includes a chat support platform that facilitates enhanced chat routing and an enhanced user chat experience. The chat support platform enables a user to have a more efficient chat experience by routing a virtual chat communication session from a virtual support agent to a human support agent or branch team member based on a detected language communicated by the user.