Chat Session Routing With Bot-Held Continuity After Disconnects
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Solution Overview
Problem
Existing contact center systems struggle to resume chat communication sessions after disconnections, leading to lost data and inefficient resource utilization.
Innovation Solution
Implementing a chat bot that remains active in the communication session to maintain continuity, allowing users and agents to reconnect without losing previous chat communications, and routing sessions to available agents or providing automated responses if necessary.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the contact center system terminates chat sessions after disconnection, then system resources are freed for new connections, but chat data is lost and user experience deteriorates
Solution Approach 1:
The patent introduces a server as an intermediary that maintains chat session state independently of client connection status. The server stores chat data and session information, allowing clients to reconnect and resume conversations without data loss. This mediator architecture decouples the termination of client connections from the termination of chat sessions, enabling reliable session continuity while managing system resources efficiently.
2Productivity
If automated chat resources handle all communications, then productivity increases, but response quality deteriorates when confidence levels are low
Solution Approach 1:
The patent implements a dynamic routing system that adjusts conversation paths based on real-time confidence level assessments. When the automated chat resource's confidence in its responses falls below a threshold, the system dynamically transitions the conversation to a human agent pathway. This dynamic adaptation allows the system to maximize automated handling for routine queries while ensuring reliable, accurate responses for complex or uncertain situations.
Solution Approach 2:
The system incorporates feedback mechanisms that monitor the confidence levels of automated chat responses. This feedback loop enables the system to assess the quality of automated responses in real-time and make informed decisions about whether to continue automated handling or escalate to human agents, thereby maintaining response accuracy while preserving productivity benefits.
3Ease of operation
If chat sessions are maintained after disconnection, then user experience improves through seamless reconnection, but system resources are consumed continuously
Solution Approach 1:
The patent extracts the chat session state management from the client-side connection and relocates it to the server. This allows the server to maintain session information in a resource-efficient manner independent of active client connections. When clients disconnect, their session state remains preserved on the server without requiring continuous client-side resource allocation, enabling seamless reconnection while optimizing system resource utilization.
Data Source
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AI summary
A method for managing a communication system, the method comprising: identifying, by a processor, initiation of a chat communication session with a user device operated by a user; establishing, by the processor, a connection to the chat communication session by an automated chat resource; routing, by the processor, the chat communication session to a first agent device operated by a first agent; detecting, by the processor, a disconnection or drop of the user device from the chat communication session; maintaining, by the processor, the connection to the chat communication session by the automated chat resource after the disconnection of the user device is detected; detecting, by the processor, the user device reconnecting to the chat communication session; and routing, by the processor, the chat communication session to a contact center resource.