Chatbot Response History Summarization for Operator Handoff
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Solution Overview
Problem
In user support services involving chatbots, operators face challenges in quickly and appropriately responding to user inquiries when switching from chatbot to human intervention, as they need to rapidly understand the context and history of interactions to provide effective support.
Innovation Solution
An image processing system that includes a device with a chatbot function to generate answers, a response history generator, a determiner to assess the information amount, a summary generator to condense the response history, and a transmitter to send a summary to a call center terminal, allowing operators to access and present a summarized response history for better understanding.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If the chatbot provides detailed response history to the operator, then the operator can understand the full context, but the time required to review the information increases
Solution Approach 1:
The response history is segmented into two parts: a condensed summary containing key information points and the complete detailed history. The summary is presented first to provide quick context understanding, while the full history remains accessible for deeper review if needed. This segmentation allows operators to efficiently grasp essential information without immediately reviewing the entire interaction history.
Solution Approach 2:
Key information points are extracted from the complete response history to create a condensed summary. The summary generator identifies and extracts essential elements such as user problems, chatbot responses, and critical interaction points, separating them from the full dialogue. This extraction process enables operators to access only the most relevant information quickly.
2Extent of automation
If the chatbot handles all inquiries, then automation level increases, but the quality of complex problem resolution decreases
Solution Approach 1:
The system implements a feedback mechanism where the chatbot monitors its own performance and transfers to human operators when it detects it cannot adequately resolve an inquiry. The response history summary provides feedback to operators about what the chatbot has already attempted, enabling smooth handoff while maintaining automation for resolvable issues and human intervention for complex problems.
Solution Approach 2:
The response history summary acts as an intermediary between the chatbot and human operator. It conveys essential context from the automated interaction to the human agent, enabling the operator to continue where the chatbot left off without requiring the operator to review the entire conversation history. This intermediary structure facilitates seamless collaboration between automated and human systems.
3Loss of information
If the operator reviews complete interaction history, then understanding of user context improves, but the complexity of the information processing increases
Solution Approach 1:
The summary generator performs preliminary processing of the response history before the operator needs to review it. By pre-condensing the interaction history into key points and essential context, the system prepares the information in an easily consumable format. This preliminary action reduces the cognitive load on operators and simplifies the information processing required during live interactions.
Data Source
AI summary
An image processing system includes a server, an image processing device, a mobile terminal, and a call center terminal. When switching from a response by a chatbot to a response by an operator is executed, the server transmits a response history of the chatbot to the call center terminal so that the call center terminal may check the response history of the chatbot. The entire response history of the chatbot is presented to the operator when the amount of information on the response history of the chatbot is equal to or less than a predetermined threshold, and a summary of the response history based on the response history of the chatbot is presented to the operator when the amount of information on the response history of the chatbot is more than the threshold.