Dynamic Agent Interface Menu Customization

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Solution Overview

Problem

Customer service agents face inefficiencies in accessing and navigating customer information during interactions, leading to increased costs and customer dissatisfaction due to time wasted on navigating complex interfaces and incorrect data entry.

Innovation Solution

A dynamically configurable agent interface that customizes menus and pre-populates forms based on customer input and stored customer information, allowing agents to quickly access relevant information and actions, thereby streamlining communication and improving service efficiency.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of information

If a comprehensive agent interface is provided to access all customer data and product information, then information completeness is improved, but interface complexity increases making navigation difficult and time-consuming

Engineering Contradiction:

Improveinformation completenessVSAvoidinterface complexity

Core Design Contradiction:

Loss of informationVSDevice complexity

Solution Approach 1:

The agent interface is segmented into multiple specialized tabs (customer information tab, product information tab, order management tab, etc.), each dedicated to specific functions and data types. This allows comprehensive information access while keeping each tab's content focused and manageable, reducing overall interface complexity.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system automatically pre-populates the customer information tab with relevant customer data (contact information, account details, service requests) before the agent begins interaction. This preliminary action eliminates the need for agents to manually search for basic information, reducing navigation time and interface complexity.

Inventive Principle:

Principle #10Preliminary action

2Adaptability or versatility

If manual navigation through agent interface is required to access customer information, then system flexibility is maintained, but agent productivity decreases due to time spent on data retrieval

Engineering Contradiction:

Improvesystem flexibilityVSAvoidagent productivity

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The system continuously updates the customer information tab in real-time as new data becomes available during customer interactions. Service requests, order updates, and communication history are automatically fed back into the interface, allowing agents to access current information without manual refreshing or navigation, thus improving productivity while maintaining system flexibility.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The agent interface automatically performs data retrieval and population tasks without requiring manual agent intervention. The system self-updates customer information, product availability, and interaction history, freeing agents to focus on customer service rather than data gathering, thereby enhancing both productivity and flexibility.

Inventive Principle:

Principle #25Self-service

3Measurement precision

If agents manually enter customer data into forms, then data accuracy can be verified, but time is wasted on data entry and errors may occur

Engineering Contradiction:

Improvedata accuracyVSAvoiddata entry time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system pre-populates order forms and data entry fields with information already captured from customer interactions, previous orders, and account data. This preliminary population reduces the amount of manual data entry required while maintaining accuracy through automated data transfer, eliminating transcription errors and saving time.

Inventive Principle:

Principle #10Preliminary action

4Reliability

If comprehensive product and customer data is made available to agents, then service quality improves, but information overload occurs making it difficult to find relevant information quickly

Engineering Contradiction:

Improveservice qualityVSAvoidinformation retrieval time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

Each tab in the agent interface is designed with local quality appropriate to its function - the customer information tab displays contact details and account history in a condensed format, while the product information tab shows specifications and availability. This localized optimization allows agents to quickly find relevant information in each tab without being overwhelmed by comprehensive data across the entire interface, maintaining service quality while reducing retrieval time.

Inventive Principle:

Principle #3Local quality

Data Source

PatentUS9692896B2Communication dashboard with dynamically configured interface

Publication Date: 2017.06.27 ORACLE INT CORP

AI summary

The method and system of the present invention include, responsive to a receipt of a customer input, customizing an agent interface menu. The customizing includes selecting a plurality of action items for the agent interface menu, and ordering the plurality or more action items in the agent interface menu. The customizing is performed using the customer input and an item of stored customer information. The method further includes presenting an item of the customer input in an agent interface. The agent interface includes the agent interface menu, a communication window, and a customer attributes display. Responsive to a selection of one of the plurality of action items, wherein the plurality of action items is presented by the agent interface menu, an input field in a form provided in support of an action selected from the agent interface menu is populated with the customer input received from the customer interface.