Configurable Contact Flow Builder for Non-Technical Users
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Solution Overview
Problem
Contact center platforms require advanced technologies to handle complex user interactions efficiently, but existing solutions often necessitate technical expertise, limiting non-technical users' ability to develop and implement sophisticated contact flows.
Innovation Solution
A contact flow development service hosted in a computing service provider environment that allows users to visually arrange and configure contact flow components, including natural language processing, to create and deploy automated communication workflows across various channels, enabling non-technical users to build complex contact scenarios.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional contact flow development methods are used, then contact flows can be implemented, but technical expertise is required which limits non-technical users' ability to develop sophisticated contact flows
Solution Approach 1:
A visual contact flow builder interface acts as an intermediary between non-technical users and the complex contact flow implementation system. The builder provides drag-and-drop components, pre-configured templates, and automated natural language processing that mediates the complexity, allowing users to create sophisticated contact flows without needing to understand underlying technical implementations.
Solution Approach 2:
The system enables self-service through automated natural language processing that allows users to define contact flow logic through conversational input rather than technical programming. The platform automatically parses user intent, generates appropriate contact flow configurations, and handles implementation details, making the system self-configuring based on user specifications.
2Ease of operation
If visual contact flow builders are implemented, then non-technical users can easily create contact flows, but the system complexity increases requiring advanced technologies
Solution Approach 1:
The complex natural language processing, intent analysis, and contact flow generation technologies are extracted as separate automated services that operate in the background. The visual builder interface only needs to handle simple drag-and-drop operations and user input collection, while the extracted complex processing occurs through dedicated natural language processing modules and automated generation services.
Solution Approach 2:
The system is segmented into distinct functional modules: a simplified visual builder interface for user interaction, natural language processing modules for intent recognition, template engines for contact flow generation, and deployment services for implementation. This segmentation allows each component to specialize in specific tasks, reducing the operational complexity at the user interface while distributing system complexity across specialized backend services.
Data Source
AI summary
A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.