Content Handler for Actionable User Concern Detection
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Solution Overview
Problem
Customer service agents face difficulties in addressing customer concerns expressed on social media and network sites due to the inability to effectively identify and prioritize actionable issues among vast amounts of user-generated content.
Innovation Solution
A system comprising a content handler that retrieves, classifies, and manages user-generated content from network sites, utilizing a text block retriever, text classifier, and response engine to flag actionable concerns, allowing customer service agents to focus on specific issues through a CRM system.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If customer service agents manually review all user-generated content, then they can identify actionable concerns, but the time required and workload increase significantly due to the vast amount of content
Solution Approach 1:
A text classification system acts as an intermediary between the vast amount of user-generated content and customer service agents. The system automatically analyzes content and tags it with actionability scores, serving as a mediator that filters and prioritizes information before it reaches human reviewers, thereby reducing the time and effort required while maintaining identification accuracy.
Solution Approach 2:
The patent replaces the manual mechanical process of reading and analyzing every piece of content with an automated text classification system. This substitution uses computational algorithms to perform the analysis that would otherwise require human labor, significantly reducing the time investment while maintaining or improving classification accuracy through sophisticated NLP techniques.
2Productivity
If customer service agents focus on all content equally, then they can address all customer concerns, but productivity decreases due to inability to prioritize
Solution Approach 1:
The text classification system applies different levels of attention to different pieces of content based on their actionability scores. High-actionability content is prioritized and flagged for immediate attention, while low-actionability content is deprioritized. This local differentiation of quality treatment allows agents to focus their energy where it matters most, improving productivity without compromising ease of operation.
Solution Approach 2:
The system performs preliminary classification and triage of content before it reaches customer service agents. By pre-sorting content based on actionability and urgency, the system prepares a prioritized list that guides agents' workflows, making it easier to determine what needs immediate attention versus what can be addressed later, thereby improving both productivity and ease of operation.
3Quantity of substance
If the system processes all user-generated content, then comprehensive coverage is achieved, but system complexity increases
Solution Approach 1:
The patent segments the content processing function into distinct modular components: text retrieval, text classification, actionability scoring, and priority tagging. This segmentation allows each component to handle specific aspects of content processing independently, making the overall system more manageable and less complex while maintaining the capability to process large volumes of diverse content effectively.
Data Source
AI summary
Disclosed are various embodiments for a content handler that automatically detects actionable user generated content. The content handler retrieves a text block from a network site and processes the text block for generating a score, wherein the score is a value between a predefined range of values. The content handler may also determine that a content of the text block expresses an actionable user concern when the score exceeds a threshold value, wherein the actionable user concern is capable of being addressed by a customer service agent. Moreover, the content handler may store, in a memory accessible to a representation of the text block in a queue when the text block has the content that expresses the actionable user concern and grant access to the queue for generating a message for a user associated with the text block.