Contact Center Knowledge Search Using Character Sequence Detection

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Solution Overview

Problem

Conventional technologies often present unnecessary knowledge to operators in contact centers due to conflicts between manual and automatic knowledge searches, leading to inefficiencies and inappropriate information display.

Innovation Solution

An information processing device that detects character sequences from multi-party conversations and presents relevant knowledge search components based on these sequences, ensuring accurate and appropriate information is displayed to operators.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Speed

If automatic knowledge search is performed based on speech recognition results, then knowledge presentation speed is improved, but unnecessary knowledge may be presented to operators

Engineering Contradiction:

Improveknowledge presentation speedVSAvoidknowledge accuracy

Core Design Contradiction:

SpeedVSReliability

Solution Approach 1:

The patent introduces a character sequence detection component as an intermediary between speech recognition and knowledge search. This mediator detects specific character sequences (such as product codes or article numbers) from the transcribed conversation text and uses them as search keywords, thereby improving both the speed and accuracy of knowledge presentation by filtering out irrelevant automatic search results

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent replaces the traditional speech recognition-based keyword extraction mechanism with a character sequence detection mechanism. Instead of relying on speech recognition accuracy to generate search keywords, the system detects predefined character sequences (codes) from the transcribed text, which are more reliable and less prone to misinterpretation, thus improving knowledge search accuracy

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Reliability

If manual knowledge search is performed by operators, then search accuracy is improved, but operator workload increases

Engineering Contradiction:

Improvesearch accuracyVSAvoidoperator efficiency

Core Design Contradiction:

ReliabilityVSProductivity

Solution Approach 1:

The patent enables the system to automatically perform knowledge search using detected character sequences from the conversation text. The system serves itself by automatically extracting search keywords (character sequences) from the transcribed dialogue and performing knowledge searches without requiring manual operator intervention, thereby reducing operator workload while maintaining search accuracy

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent performs preliminary detection of character sequences from the conversation text before the knowledge search is executed. By pre-extracting accurate search keywords (character sequences) from the dialogue, the system prepares the search input in advance, enabling both automatic execution and high accuracy without increasing operator workload

Inventive Principle:

Principle #10Preliminary action

3Adaptability or versatility

If both manual and automatic knowledge search are performed, then comprehensive knowledge coverage is improved, but conflict between searches occurs

Engineering Contradiction:

Improveknowledge coverageVSAvoidsearch system complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent merges manual and automatic knowledge search operations by using the same character sequence detection mechanism for both. The detected character sequences serve as common search keywords for both automatic search execution and manual search reference, ensuring consistency between the two search modes and eliminating conflicts while maintaining comprehensive knowledge coverage

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The character sequence detection component serves multiple functions: it provides search keywords for automatic knowledge search, provides search keywords for manual operator search, and ensures consistency between both search modes. This multi-functional design simplifies the overall search system by using a single detection mechanism for all search operations

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS20250104710A1Information processing device, information processing method, and program

Publication Date: 2025.03.27 NTT TECHNOCROSS CORP

AI summary

An information processing device according to an embodiment includes: a detection part configured to detect a character sequence from text that represents content of talk by a plurality of parties including a first speaker and a second speaker; and a presenting part configured to present, based on the detected character sequence, a display component to the second speaker, the display component being operable to cause knowledge that represents answer information to an inquiry from the first speaker to be searched for by using the character sequence as a search keyword.