Contact Center Avatar Persona Consistency
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Solution Overview
Problem
Contact center interactions with customers can be disjointed due to transitions between different communication agents, such as IVR systems, bots, and human agents, leading to customer frustration and inefficiencies.
Innovation Solution
A system and method that maintain a consistent avatar persona throughout customer interactions, even when transitioning between artificial and human agents, ensuring a cohesive and continuous communication experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a contact center uses multiple disparate agents (IVR, bots, human agents) to handle customer interactions, then the system can handle complex customer issues with appropriate expertise, but the customer experience becomes disjointed and frustrating due to transitions between different agents
Solution Approach 1:
The patent introduces an intermediary system that manages the transition between different agents (IVR, bots, human agents) while maintaining a consistent avatar representation. This intermediary ensures that the customer interacts with a unified interface throughout the conversation, even when the underlying agent changes, thereby resolving the contradiction between handling complex issues and maintaining experience continuity
Solution Approach 2:
The patent creates a virtual copy or avatar that represents the customer's interaction partner. This avatar is maintained consistently across agent transitions, providing a continuous visual or conceptual representation that bridges the gap between different agents. The avatar serves as a copy that preserves the interaction context and persona regardless of which actual agent is handling the customer's issue
2Productivity
If a bot is used to gather basic information initially, then automated efficiency is improved, but customer frustration increases when the bot cannot resolve complex issues and transfer is required
Solution Approach 1:
The bot performs preliminary actions by gathering basic customer information and attempting to resolve simple issues before determining that human intervention is needed. This preliminary processing maintains automated efficiency while setting up a smooth transition to human agents, as the context and gathered information are preserved through the avatar representation
Solution Approach 2:
The avatar acts as an intermediary that maintains the interaction context during transfer from bot to human agent. This ensures that the customer's issue and the information gathered by the bot are seamlessly carried over, preventing loss of context and maintaining reliability throughout the escalation process
3Ease of operation
If the avatar maintains consistent appearance and persona throughout interaction, then customer satisfaction is improved, but system complexity increases due to harmonizing disparate agents
Solution Approach 1:
The system creates and maintains a virtual avatar copy that represents the consistent interface for the customer. This avatar is a simplified representation that can be maintained across multiple agents without requiring complex coordination of each agent's individual characteristics. The avatar copying approach reduces system complexity by providing a unified front-end representation
Solution Approach 2:
The avatar serves as an intermediary layer between the customer and the disparate agents. This intermediary absorbs the complexity of harmonizing different agents by providing a consistent interface, thereby protecting the customer from system complexity while maintaining satisfaction
Data Source
AI summary
Customer interactions with a remote contact center can be disjointed and confusing, especially when a customer is transferred from agent to agent. By maintaining a persona of the agent first encountered by a customer while the interaction transitions to other agents (artificial and/or live), the customer interaction may progress more naturally and without the customer being distracted by the transfer to a new agent. By configuring artificial agents with the first persona or deploying a server to perform persona-alterations of a live agent, the customer may never be aware that they have been transferred away from the first agent they encounter and the customer interaction proceeds efficiently and effectively.