Dynamic Online Group Management via Keyword Extraction
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Solution Overview
Problem
Customer service representatives (CSRs) face inefficiencies in handling multiple online chat sessions, often repeating information to multiple customers with similar inquiries, as traditional communication tools lack dynamic management capabilities to consolidate similar conversations into a single forum.
Innovation Solution
A computerized communication tool extracts keywords from private online sessions and automatically invites users to join online communication groups dedicated to specific topics, either creating new groups or updating existing ones based on keyword matches.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a CSR handles multiple online chat sessions concurrently using traditional communication tools, then the CSR can serve multiple customers, but the CSR must repeatedly explain the same information to different customers with similar inquiries
Solution Approach 1:
The patent merges multiple private chat sessions with similar topics into a single online communication group. The system extracts keywords from ongoing chat sessions, identifies similar topics, and automatically invites participants to join a shared group where information can be exchanged once and accessed by all members, eliminating redundant explanations.
Solution Approach 2:
The online communication group acts as an intermediary between multiple customers with similar inquiries. Instead of the CSR directly managing multiple separate conversations, the group serves as a centralized forum where customers can access collective knowledge and previous discussions, reducing the CSR's burden of repeating information.
2Adaptability or versatility
If traditional communication tools are used for online chats, then private communication between users is maintained, but dynamic management capabilities to consolidate similar conversations are lacking
Solution Approach 1:
The communication tool dynamically creates and manages online groups based on real-time analysis of chat content. The system continuously extracts keywords from ongoing sessions, identifies similarity thresholds, and automatically adjusts group compositions by inviting or removing participants based on topic relevance, providing adaptive management without requiring manual intervention.
Solution Approach 2:
The system performs self-service by automatically extracting keywords from chat sessions, identifying similar topics, creating groups, and inviting participants without requiring manual CSR intervention. The communication tool autonomously manages the consolidation process, reducing the complexity burden on users while enhancing functional capabilities.
Data Source
AI summary
Dynamically managing an online communication group with a computerized communication tool having at least one processor includes extracting with the computerized communication tool at least one keyword from a private online communication session between at least two parties; and automatically inviting the parties to join an online communication group dedicated to a topic characterized by the at least one keyword with the computerized communication tool.