Dialogue System Operator Connection Timing
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Solution Overview
Problem
In call centers, the introduction of chatbots for user dialogue leads to inefficient handling times due to either prolonged interactions with chatbots when operators are available or incomplete inquiries when chatbots disconnect prematurely, resulting in increased operator questioning and prolonged user handling times.
Innovation Solution
A dialogue system that acquires user inquiries, connects users with operators based on operator availability, and determines the depth and number of pre-connection questions to ascertain inquiry details, adjusting the questioning mode according to operator status to minimize handling time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If the dialogue between user and chatbot is prolonged to ascertain detailed inquiry, then the inquiry details can be effectively ascertained, but the user's handling time becomes unnecessarily long when operators are available
Solution Approach 1:
The system performs preliminary actions by asking questions in advance before connecting the user to an operator. The chatbot proactively gathers inquiry details through pre-connection questioning, so that when the operator becomes available, the user can be quickly connected with minimal additional questioning needed.
Solution Approach 2:
The system dynamically adjusts the depth and number of questions asked by the chatbot based on real-time operator availability status. When operators are available, fewer pre-connection questions are asked to enable faster connection. When operators are unavailable, more questions are asked to充分利用 the waiting time and reduce future operator questioning.
2Loss of time
If the dialogue between user and chatbot is shortened to reduce handling time, then the user's handling time is reduced, but the inquiry details cannot be effectively ascertained
Solution Approach 1:
The system performs preliminary information gathering through pre-connection questioning by the chatbot. By asking questions before operator connection, the system ensures inquiry details are ascertained in advance, so that when the operator connects, the interaction can be immediately productive without requiring extensive additional questioning.
3Loss of information
If the chatbot asks more questions to ascertain inquiry details, then the inquiry details can be effectively ascertained, but the user's handling time becomes longer
Solution Approach 1:
The system dynamically adjusts the questioning strategy based on operator availability. When operators are available, the chatbot asks fewer questions to enable faster connection and maintain high productivity. When operators are unavailable, the chatbot asks more questions to充分利用 waiting time, which actually improves overall productivity by reducing future operator questioning needs.
Solution Approach 2:
The system changes the parameter of question depth and number based on operator status. By adjusting this parameter dynamically, the system optimizes the balance between information gathering completeness and handling efficiency under different operational conditions.
4Loss of time
If the chatbot asks fewer questions to reduce handling time, then the user's handling time is reduced, but the number of questions from operator increases after connection
Solution Approach 1:
The chatbot performs preliminary questioning to gather inquiry details before operator connection. This preliminary action transfers the information gathering task from the operator to the chatbot, reducing the operator's questioning load while maintaining or reducing overall handling time.
Data Source
AI summary
A dialogue device of a dialogue system relating to provision of a response to an inquiry from a user terminal includes an input unit that acquires the inquiry from the user terminal, a transmission unit that connects the user terminal and an operator terminal responding to the inquiry in accordance with the inquiry, an output unit that outputs questions for ascertaining details of the inquiry to the user terminal before connection made by the transmission unit, and a determination unit that determines a mode of the questions made by the output unit in accordance with an operating status of the operator terminal that can respond to the inquiry.