Conversation-Based Checklists for Important Matter Coverage

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Solution Overview

Problem

Operators in contact centers may forget to address important matters during customer interactions, leading to inefficiencies and increased workload.

Innovation Solution

An information-processing apparatus that identifies important matters based on conversation content and presents them to operators through a checklist, ensuring they are addressed during interactions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If operators manually track important matters during customer interactions, then they can ensure comprehensive coverage, but it increases their cognitive load and risk of forgetting

Engineering Contradiction:

Improvecoverage of important mattersVSAvoidoperator cognitive load

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The system automatically identifies important matters from conversation content and presents them to operators through the checklist, enabling the system to serve itself by reducing reliance on operator memory and manual tracking

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The checklist provides real-time feedback to operators about which important matters have been addressed and which remain, allowing them to track progress and ensure comprehensive coverage without increased cognitive load

Inventive Principle:

Principle #23Feedback

2Productivity

If operators focus on current conversation content, then interaction quality improves, but important matters may be overlooked

Engineering Contradiction:

Improveinteraction efficiencyVSAvoidimportant matter coverage

Core Design Contradiction:

ProductivityVSReliability

Solution Approach 1:

The system performs preliminary identification of important matters based on conversation content before operators need to address them, allowing operators to focus on the conversation while the system prepares and presents relevant checklist items in advance

Inventive Principle:

Principle #10Preliminary action

3Reliability

If a checklist system is introduced to track important matters, then important matter coverage improves, but system complexity increases

Engineering Contradiction:

Improveimportant matter coverageVSAvoidsystem structure

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The system extracts only the essential information needed for tracking important matters from the conversation, presenting it through a simplified checklist interface rather than requiring complex monitoring and analysis systems

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The checklist serves multiple functions: it identifies important matters, tracks coverage status, and guides operator actions, reducing the need for separate systems and minimizing overall complexity

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS20250279095A1Information-processing apparatus, information-processing method, and program

Publication Date: 2025.09.04 NTT TECHNOCROSS CORP

AI summary

An information-processing apparatus comprises: an identification unit configured to identify at least one of important matters, depending on inquiry contents from a first speaker to a second speaker in a conversation among multiple persons, the at least one of the important matters being matters that the second speaker is to explain to or confirm with the first speaker; and a presentation unit configured to present to the second speaker the at least one of the important matters that has been identified.