Dynamic Desktop Adaptation for Live Audio Customer Service
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Solution Overview
Problem
Customer service agents in contact centers face challenges in efficiently addressing customer inquiries due to incomplete problem descriptions, requiring manual searches that divert attention from the conversation and result in inconsistent search results.
Innovation Solution
A system that dynamically adapts a computer desktop for customer service agents by monitoring live multi-channel audio streams, performing natural language analysis to extract keywords, and automatically presenting relevant resources and tools to the agent, thereby enhancing the efficiency and consistency of inquiry resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If the agent manually searches the solution database and web to find relevant solutions, then the agent can access comprehensive information, but the agent's attention is diverted from the customer conversation and search time increases
Solution Approach 1:
The system performs preliminary actions by automatically extracting keywords from the audio stream and generating search queries before the agent needs to search manually. The backend search system continuously monitors the live audio dialogue, extracts relevant keywords, and prepares search results in advance, so that information is ready when the agent needs it, eliminating the time loss associated with manual searching.
Solution Approach 2:
The patent introduces an intermediary system (backend search system with speech feature analyzer) that mediates between the audio stream and the solution database. This intermediary automatically performs keyword extraction, query generation, and result retrieval, replacing the agent's manual searching process and eliminating the need for the agent to divert attention from the customer conversation.
2Productivity
If the agent manually searches for solutions during the conversation, then the agent can address customer inquiries, but the search results are inconsistent among agents
Solution Approach 1:
The system implements feedback mechanisms where the backend search system continuously monitors the live audio dialogue, extracts keywords, generates search queries, and retrieves results in real-time. This automated feedback loop ensures that all agents receive consistent, relevant search results based on the actual customer inquiry, eliminating variability in search outcomes across different agents.
Solution Approach 2:
The system enables self-service by automatically performing the search function without requiring manual intervention from the agent. The backend search system autonomously extracts keywords from the audio stream, generates appropriate search queries, retrieves relevant solutions from the database, and presents them to the agent, ensuring consistent results regardless of which agent is handling the inquiry.
3Ease of operation
If the agent focuses attention on the customer conversation, then customer service quality improves, but the agent cannot effectively search for solutions simultaneously
Solution Approach 1:
The patent introduces an intermediary system that handles the information retrieval task, allowing the agent to focus entirely on the customer conversation. The backend search system acts as a mediator that automatically extracts keywords from the audio stream, generates search queries, retrieves solutions from the database, and presents relevant information to the agent without requiring the agent to divert attention from the customer.
Solution Approach 2:
The system enables self-service by automatically performing the complete search process without agent intervention. The backend search system autonomously monitors the audio dialogue, extracts relevant keywords, queries the solution database, and delivers results to the agent's desktop, freeing the agent to maintain full attention on the customer conversation while still providing accurate, timely information.
Data Source
AI summary
The disclosed technology includes at least one method performed by a system to dynamically adapt a computer desktop of a customer service agent to a live audio dialogue. The system can cause a speech feature analyzer to process a segment of the live audio dialogue to output multiple speech features and obtain search results by querying a database for the multiple speech features. The method can further include generating control signals based on the search results and cause an API to configure the computer desktop based on the control signals. The system can dynamically adapt the computer desktop in accordance with additional control signals that are generated based on next segments of the live audio dialogue.