Cooperative Chat Task Routing for Authorized Agent Handoffs
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Solution Overview
Problem
Conventional communication systems burden human agents with tasks they are unauthorized to perform, leading to inefficient task completion and increased network bandwidth usage.
Innovation Solution
A system that allocates tasks between an autonomous processing circuit and a human agent, allowing the processing circuit to autonomously perform authorized tasks and adding a human agent for unauthorized tasks, with the ability to provide assistance and reduce network bandwidth by answering queries from the human agent.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If the processing circuit autonomously performs all authorized tasks, then productivity increases and network bandwidth decreases, but the system complexity increases due to the need for task authorization modeling
Solution Approach 1:
The processing circuit autonomously models inputs to determine task authorization and performs tasks without human intervention when authorized. This self-service mechanism enables the system to automatically route tasks between autonomous processing and human agent involvement, improving productivity while managing complexity through automated decision-making.
Solution Approach 2:
The system segments task execution into two paths: autonomous processing for authorized tasks and human agent processing for unauthorized tasks. This segmentation allows the processing circuit to efficiently handle routine tasks while escalating complex tasks to human agents, optimizing overall system productivity without requiring the human agent to handle all tasks.
2Reliability
If the processing circuit adds a human agent to handle unauthorized tasks, then task completion accuracy improves, but network bandwidth usage increases
Solution Approach 1:
The processing circuit continuously monitors task authorization status and provides feedback to determine when to escalate to human agents. This feedback mechanism ensures that network bandwidth is only consumed when necessary for tasks requiring human intervention, while maintaining high accuracy for complex tasks that autonomously cannot handle.
Solution Approach 2:
The processing circuit acts as an intermediary between the user input and the human agent. It models inputs, determines authorization status, and selectively bridges to human agents only when needed. This intermediary role reduces unnecessary network communication while ensuring accurate handling of unauthorized tasks through human agent involvement.
3Measurement precision
If the processing circuit models all inputs to determine authorization, then task allocation accuracy improves, but processing time increases
Solution Approach 1:
The processing circuit applies partial modeling - sufficient to determine authorization status but not exhaustive analysis of all input nuances. This partial action approach achieves accurate task allocation for authorization decisions while avoiding excessive processing time that would result from complete input analysis for every task.
Data Source
AI summary
A system includes a processing circuit configured to receive a first input from a user device. The processing circuit is further configured to determine a first task that the processing circuit is authorized to autonomously perform based on the first input. The processing circuit is further configured to autonomously perform the first task based on determining the processing circuit is authorized to autonomously perform the first task. The processing circuit is further configured to receive a second input from the user device. The processing circuit is further configured to determine a second task that the processing circuit is unauthorized to autonomously perform based on the second input. The processing circuit is further configured to provide the second input to a human agent device associated with a human agent based on determining the processing circuit is unauthorized to autonomously perform the second task.