Chatbot Scenario Builder for Automated Customer Service

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Solution Overview

Problem

Conventional agent-served systems fail to provide timely and instant responses, often being costly and inefficient in addressing customer needs, especially in local languages, and lack flexibility in customizing conversations.

Innovation Solution

A scenario-based intelligent response system that enables automated customer service through chatbots, allowing users to create and customize chatbot scenarios using data clustering and natural language processing, integrated with API-accessible chat solutions for real-time contextual communication.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If conventional agent-served systems are used to provide customer support, then human-like communication and flexibility in handling complex queries are improved, but response time increases and operational costs increase

Engineering Contradiction:

Improvehuman-like communication capabilityVSAvoidresponse time

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The patent introduces an automated response system as an intermediary between customers and human agents. This system uses natural language processing and scenario-based actions to handle customer queries automatically, providing human-like communication without requiring human intervention for routine matters, thus reducing response time while maintaining communication quality

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system enables customers to receive automated responses through intelligent processing of their queries. The chatbot autonomously analyzes customer inputs, matches them with predefined scenarios, and generates appropriate responses without human assistance, allowing the system to serve itself in handling customer support tasks

Inventive Principle:

Principle #25Self-service

2Reliability

If conventional agent-served systems are used to provide customer support, then complex customer needs can be addressed with human judgment, but operational costs and resource requirements increase

Engineering Contradiction:

Improveability to address complex customer needsVSAvoidoperational cost

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The patent replaces the mechanical system of human agents with an automated intelligent system. This system uses natural language processing, pattern recognition, and scenario-based logic to handle customer queries, eliminating the need for human operational resources while maintaining the ability to address complex needs through programmed intelligence and machine learning

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Productivity

If automated response systems are implemented, then response time and operational efficiency are improved, but ability to customize conversations and handle local language variations deteriorates

Engineering Contradiction:

Improveresponse speed and efficiencyVSAvoidconversation customization capability

Core Design Contradiction:

ProductivityVSAdaptability or versatility

Solution Approach 1:

The system employs dynamic scenario-based actions that can adapt to different conversation contexts. The automated response system uses natural language processing to understand customer intent and selectively triggers appropriate scenarios, enabling flexible customization of responses while maintaining automated efficiency. The system can dynamically adjust its behavior based on the specific query and context

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system changes parameters such as language, tone, and response style based on the detected customer needs and scenario context. By using natural language processing to analyze incoming queries, the system can modify its response parameters to match the appropriate language variant and conversational style, maintaining adaptability while operating automatically

Inventive Principle:

Principle #35Parameter changes

4Stability of the object's composition

If scenario-based automation is implemented, then consistency in customer service responses is improved, but system complexity and setup requirements increase

Engineering Contradiction:

Improveresponse consistencyVSAvoidsystem configuration complexity

Core Design Contradiction:

Stability of the object's compositionVSDevice complexity

Solution Approach 1:

The patent segments the customer service system into modular scenarios, each handling specific types of queries or tasks. This segmentation allows for consistent handling of similar queries through standardized scenario templates, while reducing overall system complexity by breaking down complex service logic into manageable, reusable components that can be independently configured and maintained

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS20230308405A1Intelligent System Enabling Automated Scenario-Based Responses in Customer Service

Publication Date: 2023.09.28 TEXT SPOLKA AKCYJNA

AI summary

A communication system for real-time communication between at least a first and a second user is disclosed. The system includes a chatbot operating in connection with an Internet browser. The system includes a scenario builder arranged on a processor at the first user, along with a chatbot infrastructure, data storage and appropriate interface programming Use is made of an API configured to facilitate communication between the chatbot infrastructure and communication channels, while a data parsing mechanism, also arranged on a server, is used to cluster data of the chat content and provide suggestions for chatbot responses.