Real-Time Chat Rating System with Automated Reporting
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Solution Overview
Problem
Current systems for assessing chat agent performance lack comprehensive data interpretation and automated report sending, making it difficult to measure and present chat agent effectiveness in real-time messaging systems.
Innovation Solution
A system and method that integrates predefined rating features in chat windows, uses the Wilson Score algorithm for data evaluation, and generates automated reports for agent performance assessment, enabling efficient data collection, display, and reporting in real-time messaging systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If comprehensive data collection and interpretation systems are implemented for chat agent performance assessment, then measurement precision and reliability of performance metrics are improved, but device complexity and implementation difficulty increase
Solution Approach 1:
The system segments performance assessment into discrete rating categories (e.g., satisfaction level, response quality, efficiency) that can be independently evaluated and aggregated. Each rating feature is separated into distinct selectable options, making the complex assessment process manageable and systematic.
Solution Approach 2:
The patent introduces an intermediary rating system with predefined categories and scoring mechanisms that mediates between raw chat interactions and performance metrics. This intermediary layer standardizes the assessment process, transforming unstructured chat data into structured performance data through predefined rating frameworks.
2Productivity
If real-time chat rating collection and analysis is implemented, then productivity and responsiveness of performance feedback are improved, but loss of time for data processing and analysis increases
Solution Approach 1:
The system performs preliminary actions by pre-defining rating categories, scoring criteria, and analysis frameworks before actual chat assessments occur. This preparation enables rapid real-time evaluation without requiring complex analysis during active chat, as the evaluation structure is already in place.
Solution Approach 2:
The patent replaces manual performance analysis with automated computational systems that calculate performance metrics using predefined algorithms. This substitution eliminates time-consuming manual review while maintaining assessment accuracy through systematic automated processing of rating data.
3Ease of operation
If automated report generation and sending systems are implemented, then ease of operation and accessibility of performance data are improved, but device complexity increases
Solution Approach 1:
The system implements self-service by enabling automatic generation and distribution of performance reports without requiring manual intervention. The automated report system independently collects data, generates summaries, and distributes results to relevant stakeholders, making performance information easily accessible while reducing operational burden.
Solution Approach 2:
The patent merges multiple functions (data collection, analysis, report generation, and distribution) into an integrated automated system. By combining these previously separate processes into a unified workflow, the system improves ease of operation while managing complexity through consolidation rather than multiplication of components.
Data Source
AI summary
A system and method for real-time polling and rating by a chat end-user (also called visitor) of chat satisfaction based upon predefined scorings displayed in the user interface and then processed to receive analyzed data of satisfaction score displayed in the agent application is disclosed. The scores presented in the dashboard are connected with the automated sending process where the main account administrator may receive digital reports via email.