Chat Bot Transcript Analysis for Skill Gaps and Response Updates
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Solution Overview
Problem
Chat bots often struggle with answering multi-part questions, failing to understand customer emotion and intent, and lack personalization, making it difficult to monitor their performance effectively.
Innovation Solution
A system and method using AI to analyze chat bot transcripts, identify skills falling below performance thresholds, calculate a chat bot effectiveness score, and update predefined responses or output performance indicators, incorporating parameters like conversation length, interaction rate, and customer satisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If chat bots are designed with limited responses to simplify operation, then ease of operation is improved, but adaptability deteriorates
Solution Approach 1:
The chat bot system automatically monitors its own performance through AI analysis of transcripts and self-updates its response set based on identified skill deficiencies, eliminating the need for manual programming of each response scenario while maintaining operational simplicity
Solution Approach 2:
The system dynamically changes the chat bot's response parameters by automatically updating the predefined response set based on performance metrics and identified skill gaps, allowing adaptability to evolve without changing the fundamental operational simplicity
2Measurement precision
If manual monitoring of every chat bot conversation is implemented, then measurement precision is improved, but loss of time increases
Solution Approach 1:
The patent replaces manual mechanical monitoring with an automated AI-based analysis system that processes conversation transcripts, identifies skill performance issues, and generates monitoring reports automatically, eliminating time consumption while maintaining measurement precision
Solution Approach 2:
An AI intermediary module is introduced between the chat bot and the monitoring system, automatically analyzing transcripts and generating performance insights, which serves as a mediator that processes information efficiently without requiring direct human review of every conversation
3Ease of operation
If chat bots are designed to handle simple questions, then ease of operation is improved, but reliability deteriorates
Solution Approach 1:
The system implements feedback loops where performance data from conversation transcripts is continuously analyzed and used to update the chat bot's response set, allowing the simple chat bot design to improve its reliability over time through automated learning from actual usage patterns
Solution Approach 2:
The system performs preliminary analysis of conversation transcripts and identifies skill deficiencies before they affect customer service, proactively updating the response set to prevent future failures and maintain high reliability
Data Source
AI summary
Systems and methods for monitoring a performance of a chat bot include: analysing, by an artificial intelligence (AI) module, a transcript of at least one conversation in which the chat bot participates; identifying, by the AI module, one or more skills of the chat bot where performance falls below a pre-defined performance threshold; determining a chat bot effectiveness score; and determining whether to: automatically update a set of predefined responses of the chat bot based on at least one of: the one or more identified skills; and the chat bot effectiveness score; else, outputting an indication of the one or more identified skills and the chat bot effectiveness score.