Cooperative Chat Task Routing with Human Escalation
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Solution Overview
Problem
Conventional communication systems burden human agents with tasks that the systems are unauthorized to perform, leading to inefficient task completion and increased network bandwidth usage.
Innovation Solution
A system that integrates an autonomous processing circuit to autonomously perform tasks it is authorized to handle and adds a human agent for tasks it is unauthorized to perform, allowing the processing circuit to assist the human agent and reduce network bandwidth by answering queries.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If the processing circuit autonomously performs all authorized tasks, then task completion efficiency is improved, but the system complexity increases due to need for continuous authorization checking and task routing
Solution Approach 1:
The system segments tasks into authorized tasks for autonomous processing and unauthorized tasks requiring human intervention. The processing circuit divides the conversation into discrete tasks, each with authorization status, enabling selective autonomous execution while maintaining system manageability through clear task categorization.
Solution Approach 2:
The processing circuit acts as an intermediary between user inputs and task execution. It models inputs to generate message parameters, determines authorization status, and routes tasks accordingly. This intermediary function simplifies the overall system architecture by centralizing the decision-making logic in one component.
2Reliability
If the processing circuit adds human agent for unauthorized tasks, then task accuracy is improved, but network bandwidth usage increases due to continuous communication
Solution Approach 1:
The processing circuit performs preliminary actions by modeling user inputs to generate message parameters before routing tasks. This preliminary processing allows the system to identify unauthorized tasks in advance and prepare appropriate responses, reducing the need for continuous real-time communication with the human agent during task execution.
Solution Approach 2:
The processing circuit provides self-service by autonomously handling authorized tasks without human intervention. It independently models inputs, determines authorization status, executes authorized tasks, and generates responses, thereby reducing the overall communication burden on the network while maintaining high task accuracy through autonomous capability.
3Speed
If the processing circuit continuously monitors all inputs, then task response time is improved, but processing load on the circuit increases
Solution Approach 1:
The processing circuit applies partial action by selectively monitoring and modeling only the necessary portions of user inputs to generate message parameters. Rather than processing every detail of every input, it focuses on extracting and modeling the critical information needed for task identification and authorization determination, thereby reducing processing load while maintaining acceptable response times.
Data Source
AI summary
A system includes a processing circuit configured to receive a first input during a conversation. The processing circuit is further configured generate a first message parameter associated with the first input. The first message parameter corresponds with a first task that the processing circuit is authorized to autonomously perform. The processing circuit is further configured to autonomously perform the first task. The processing circuit is further configured to receive a second input from during the conversation. The processing circuit is further configured to generate a second message parameter associated with the second input. The second message parameter corresponds with a second task that the processing circuit is unauthorized to autonomously perform. The processing circuit is further configured to add a human agent device associated with a human agent to the conversation to provide a second response based on the second input and to perform the second task.