Contact Center Server with AI-Driven Agent Assistance
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Solution Overview
Problem
Traditional IVR systems and virtual assistants often lead to inefficient customer interactions in contact centers, resulting in high call volumes, long wait times, and unsatisfied customers due to the inability of virtual assistants to handle complex requests and the time-consuming process of human agents reading through conversation transcripts.
Innovation Solution
A contact center server that receives and interprets customer utterances, generates responses, and assists human agents by providing suggested responses and actions, enabling efficient handling of customer conversations through a combination of natural language processing and AI-driven routing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If virtual assistants are used to handle customer requests, then automation extent is improved, but the ability to handle complex requests deteriorates
Solution Approach 1:
The patent introduces an intermediary system that bridges virtual assistants and human agents. The virtual assistant handles initial customer requests and automatically escalates complex cases to human agents, who then have access to the conversation context and can continue the interaction. This intermediary mechanism allows automation to handle routine tasks while human expertise is reserved for complex situations.
2Measurement precision
If human agents read through conversation transcripts to understand customer context, then measurement precision of customer intent is improved, but handling time increases
Solution Approach 1:
The system performs preliminary action by having the virtual assistant automatically analyze and summarize the conversation transcript before escalating to a human agent. The transcript is pre-processed to extract key customer intent, issues, and context, which is then presented to the human agent in a condensed format. This eliminates the need for agents to read entire transcripts and provides immediate understanding of customer context.
3Device complexity
If IVR systems are used as first touch point, then device complexity is reduced, but customer satisfaction deteriorates due to long wait times
Solution Approach 1:
The patent implements a dynamic system where the contact handling approach adapts based on request complexity. The IVR system dynamically routes simple requests to virtual assistants for immediate resolution and automatically escalates complex requests to human agents with pre-analyzed context. This dynamic routing eliminates rigid menu trees and provides customers with appropriate service channels based on their specific needs.
Data Source
AI summary
A contact center server receives an utterance from a customer device as part of a conversation. The contact center server identifies utterance parameters of the utterance, generates a first response to the utterance based on the utterance parameters, and outputs the utterance parameters and the first response to an agent device. The contact center server receives agent-identified-information corresponding to the utterance or agent-modified-information corresponding to the utterance parameters from the agent device. Subsequently, the contact center server generates a second response to the utterance based on the agent-identified-information or the agent-modified-information and outputs the second response to the agent device.