Directed Flow Interactive Chat System for Customer Service
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Solution Overview
Problem
Call centers face high costs and management burdens due to staffing human agents for chatbot control and maintaining IVR systems, while AI-controlled chatbots are expensive to develop and customize.
Innovation Solution
Combining chatbot functionality with flow control functionality to create a directed flow interactive chat system that reduces the need for human agent intervention and AI customization, allowing customers to self-serve through predefined questions and answers, thereby potentially reducing the need for live agent transfers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human agents control the chatbot, then customer service quality is improved, but operational costs and management burden increase
Solution Approach 1:
The chatbot is designed to autonomously handle customer inquiries by integrating with CRM systems and knowledge bases, allowing customers to self-serve without human agent intervention for routine tasks. The system automatically retrieves customer data, provides information, and resolves common issues independently.
Solution Approach 2:
An intelligent routing mechanism acts as an intermediary between the chatbot and human agents. When the chatbot encounters complex or unresolved inquiries, it automatically transfers to human agents with relevant context already gathered, reducing the management burden while maintaining service quality.
2Extent of automation
If AI controls the chatbot, then automation level is improved, but development and customization costs increase
Solution Approach 1:
The chatbot system is designed with universal, pre-configured templates and workflows that can be applied across multiple industries and use cases. Rather than customizing AI for each customer, the system provides a standardized platform that handles diverse inquiry types through configurable parameters, significantly reducing development and customization costs.
3Ease of operation
If IVR systems are maintained, then call routing capability is improved, but maintenance costs and complexity increase
Solution Approach 1:
The traditional IVR system based on voice prompts and keypad inputs is replaced with a chat-based interface that processes text inquiries. This substitution eliminates the need to maintain complex voice recognition systems and call routing logic, reducing maintenance costs and system complexity while improving ease of operation through natural text-based communication.
Data Source
AI summary
A method is provided. The method comprises a computer performing receiving notice of an incoming inquiry originated by a customer device. The method further comprises the computer performing instantiating a session with the customer device, the session performing comprising the computer combining chatbot functionality and flow control functionality. The method further comprises the computer performing a prompt to the customer device, the prompt comprising a set of valid selections. The method further comprises the computer performing receiving a selection from the customer device. The method further comprises the computer, performing based on the received selection, at least one of providing information to the customer device and routing the inquiry.