Chatbot Handover System with Conversation Style Modification
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Solution Overview
Problem
Chatbot systems in medical domains often lead to patient dissatisfaction due to premature conversation termination and lack of effective handover from chatbot to human expert, resulting in discontinuity in conversation styles.
Innovation Solution
A chatbot system capable of intercepting conversation inputs from human experts, modifying them based on earlier conversations with patients, and relaying the modified inputs to ensure a seamless transition and maintain patient comfort.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If chatbot uses simple keyword scanning and if/then logic to formulate replies, then device complexity is reduced, but conversation quality and patient satisfaction deteriorate
Solution Approach 1:
The patent introduces a human expert as an intermediary to take over conversations when the chatbot detects patient dissatisfaction or conversation breakdown. This mediator approach allows the simple chatbot system to maintain high conversation quality by transferring complex interactions to human experts, resolving the contradiction between simplicity and reliability.
2Ease of operation
If chatbot hands over to human expert without modifying input, then ease of operation is improved, but conversation style continuity deteriorates
Solution Approach 1:
The patent applies preliminary action by having the chatbot modify the human expert's input messages before they are sent to the patient. This advance modification ensures conversation style continuity is maintained while keeping the handover process simple, as the chatbot automatically adjusts the messaging style without requiring complex manual coordination.
3Productivity
If chatbot maintains autonomous conversation without handover, then productivity is improved, but patient satisfaction deteriorates due to conversation breakdowns
Solution Approach 1:
The patent implements feedback mechanisms where the chatbot monitors conversation quality indicators and patient satisfaction metrics in real-time. When dissatisfaction or breakdown signs are detected, the system triggers handover to human experts. This feedback loop allows the system to maintain high productivity during successful conversations while ensuring patient satisfaction by intervening when problems arise.
Data Source
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AI summary
System (CBS) and related methods. The chatbot system (CBS) is capable, on a handover signal, to hand over an earlier conversation with a human requester (P) to a conversation of requester with a human expert (DE). The system (CBS) intercept a conversation input issued by the human expert. The system modifies, based on the, or an earlier, conversation between the chatbot system and the requester, the intercepted conversation input. The system relays the so modified conversation input to the requester. The system may facilitate a conversation between requester and human expert.