Dynamic Keyword Extraction for Agent Search Automation
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Solution Overview
Problem
Customer care agents face inefficiencies in responding to inquiries due to the time-consuming process of manually searching for relevant information during interactions, which diverts their attention from the conversation and can impact productivity and customer satisfaction.
Innovation Solution
A system and method that automatically extracts keywords from customer communications, generates a search query, and displays relevant results simultaneously with the conversation, allowing agents to focus on interacting with customers while accessing information from both internal knowledge bases and external websites.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If the agent manually searches the solution database or web for relevant information, then useful results can be found, but the time taken negatively impacts the interaction and agent productivity
Solution Approach 1:
The system enables self-service by automatically extracting keywords from customer communications and generating search queries without agent intervention. The computer processor autonomously identifies relevant terms, formulates search queries, and retrieves results from knowledge bases and external websites, allowing the system to serve itself rather than requiring manual agent operation for each search task.
Solution Approach 2:
The system performs preliminary action by pre-extracting keywords from customer communications and pre-generating search queries before the agent needs the information. The automated system continuously monitors dialogue content, extracts relevant keywords in real-time, and prepares search results ahead of time, so information is ready when the agent needs to respond to customer inquiries.
2Reliability
If the agent focuses on conducting the search, then relevant information can be found, but the agent's attention is diverted from the dialogue
Solution Approach 1:
The automated keyword extraction and search query generation system acts as an intermediary between the customer communication and the information retrieval process. The computer processor serves as a mediator that translates customer dialogue into search queries, retrieves information from knowledge bases and external sources, and presents results to the agent, thereby eliminating the need for the agent to directly manage the search process while maintaining conversation quality.
3Speed
If the agent copies and pastes a large chunk of dialogue for search, then the search can be expedited, but extraneous terms reduce search precision
Solution Approach 1:
The system applies extraction by automatically identifying and removing extraneous terms from customer communications to create precise search queries. The computer processor analyzes dialogue content, extracts only the relevant keywords that are specific to the customer's query, and excludes common words, greetings, and non-essential phrases, thereby achieving both speed and precision in search operations without manual intervention.
Data Source
AI summary
A system and method provide assistance to an agent in responding to a customer query. A dialog including communications between a customer and an agent is displayed to an agent on a display device. During the dialog, keywords are extracted from at least one of the customer's text communications. This includes identifying keywords that are found in a set of terms extracted from a knowledge base. A search query is generated, based on the extracted keywords. Results of the search query are retrieved from at least one of the knowledge base and an external website. The results are displayed on the display device contemporaneously with at least a portion of the text communications, allowing the agent to quickly copy and paste text from one of the results into his response without having to leave the window in which the communications are displayed.