Communication Analysis System for Standardizing Developer-Customer Calls
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Solution Overview
Problem
Current assistant systems do not effectively analyze conversations between customers and software developers to provide instant recommendations and suggestions, limiting their utility in software development applications.
Innovation Solution
A system and method that receive notifications about intended calls or communications, identify conversations in progress, determine customer inputs and intents, and display recommendations on a user device to enhance customer experience and standardize communication by predicting software application interests and generating buildcards.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If assistant systems are used in software development applications, then customer experience can be enhanced, but the systems currently lack the capability to analyze conversations and provide instant recommendations
Solution Approach 1:
The system performs preliminary actions by receiving notifications about intended calls before the actual communication occurs, identifying conversations in progress, and preparing recommendations in advance. This allows the system to be ready to provide instant recommendations as soon as the customer communicates, enhancing customer experience while building the necessary conversation analysis capability progressively.
Solution Approach 2:
The system implements feedback by displaying recommendations to the user during the communication process based on analyzed customer inputs. This feedback loop enables the system to learn from customer interactions and improve its conversation analysis capability over time while continuously enhancing customer experience through relevant suggestions.
2Productivity
If real-time conversation analysis is performed to provide instant recommendations, then customer experience is enhanced, but system complexity increases
Solution Approach 1:
The system segments the conversation analysis process into distinct modular components: receiving notifications about intended calls, identifying conversations in progress, determining customer inputs, determining customer intent, and displaying recommendations. This segmentation allows each component to be optimized independently for speed while managing overall system complexity through clear separation of concerns.
Solution Approach 2:
The system achieves multi-functionality by integrating multiple capabilities into a single platform: notification management, conversation identification, input analysis, intent determination, and recommendation generation. This universal approach allows the system to handle various communication scenarios (calls, messages, emails) through a unified architecture, improving productivity without proportionally increasing complexity.
3Reliability
If conversation identification and intent determination are performed during active communication, then communication standardization is achieved, but processing time and computational resources increase
Solution Approach 1:
The system performs preliminary actions by receiving notifications about intended communications before the actual interaction occurs and by continuously monitoring for conversations in progress. This allows the system to prepare analysis frameworks and identification criteria in advance, enabling rapid processing during active communication without sacrificing standardization reliability.
Solution Approach 2:
The system maintains continuous operation by identifying conversations in progress and performing analysis without interrupting the communication flow. By operating continuously in the background and processing data as it becomes available, the system achieves communication standardization while minimizing processing delays and maintaining real-time responsiveness.
Data Source
AI summary
Embodiments of the present disclosure relates to a computer system and a method to standardize communication. The computer system includes a memory and a processor coupled to the memory. The processor is configured to receive a notification about an intended communication between a user and customer and identify a conversation between the user and the customer while the communication is in progress. The processor is also configured to determine one or more topics under discussion from the identified conversation and display one or more other topics as recommendations to the user for standardizing the communication.