Contact Center Virtual Assistant Segmentation
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Solution Overview
Problem
Contact center virtual assistants are limited in their ability to access all aspects of a communication session and provide information to agents in a simplified manner, restricting their functionality and effectiveness.
Innovation Solution
The system instantiates a customer virtual assistant and an agent virtual assistant to facilitate a second communication session, enabling better interaction between the customer and the contact center agent through a simplified graphical user interface, with the customer virtual assistant having access to various information sources and the agent virtual assistant providing support to the contact center agent.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If contact center virtual assistants are used to assist agents during communication sessions, then the workload of agents is reduced, but the assistants are limited in their ability to access all aspects of the communication session and provide information in a simplified manner
Solution Approach 1:
The system divides the virtual assistant functionality into two separate entities: an agent virtual assistant that assists the contact center agent and a customer virtual assistant that assists the customer. This segmentation allows each virtual assistant to be specialized for its specific user and access different aspects of the communication session, thereby improving overall versatility while maintaining workload reduction benefits.
Solution Approach 2:
The agent virtual assistant acts as an intermediary between the communication session and the agent, accessing various information sources and presenting simplified information to the agent. This intermediary role enables the virtual assistant to overcome limitations in directly accessing all aspects of the communication session while still providing comprehensive support.
2Productivity
If contact center virtual assistants provide suggestions and background work to agents, then agent efficiency is improved, but the assistants lack access to all aspects of the communication session
Solution Approach 1:
The agent virtual assistant is designed with multi-functionality to access various information sources including communication session data, customer information, and external databases. This universal access capability ensures that no information is lost while providing comprehensive support to improve agent efficiency.
Solution Approach 2:
The system implements feedback mechanisms where the agent virtual assistant continuously monitors the communication session, analyzes the information, and provides real-time suggestions and background work to the agent. This feedback loop ensures that the virtual assistant has access to all relevant aspects of the communication session while maintaining improved agent efficiency.
3Ease of operation
If a simplified graphical user interface is provided to customers, then ease of operation is improved, but the complexity of the system architecture increases due to instantiating multiple virtual assistants
Solution Approach 1:
The system extracts the complexity from the customer interface by implementing a simplified graphical user interface that only displays relevant information in an easy-to-understand format. The complex processing and information access functions are separated into the virtual assistant backend, allowing the customer interface to remain simple while the system architecture handles the complexity internally.
Data Source
AI summary
A request to establish a first communication session with a contact center is received. For example, a customer may make a voice call to the contact center. A determination is made that the request to establish the communication session is from an application in a customer communication endpoint. An agent virtual assistant is instantiated. The agent virtual agent works on behalf of a contact center agent. A message is sent to the application in a customer communication endpoint to instantiate a customer virtual assistant. A second communication session is established between the agent virtual assistant and the customer virtual assistant. This allows the contact center agent and the customer to have a better interaction using a simplified graphical user interface that provides the best available information.