Dynamic Topic Guidance for Multi-Round Conversations
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Solution Overview
Problem
Conventional call-center techniques and agent assistance tools fail to effectively guide agents in choosing appropriate conversation topics during multi-round conversations, leading to difficulties in maintaining a smooth conversation and achieving successful sales.
Innovation Solution
A computer-implemented topic guidance method that creates a conversation model by learning patterns from historical data, using Q-learning and deep Q-networks to suggest topics based on customer responses, thereby providing dynamic topic guidance to agents in real-time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional agent assistance tools are used, then agents can answer customer questions, but agents cannot actively choose appropriate topics to maintain smooth conversation flow
Solution Approach 1:
The system enables agents to independently select appropriate conversation topics by providing real-time topic suggestions based on customer response states, eliminating the need for external supervisors to guide each conversation interaction
Solution Approach 2:
The system continuously monitors customer response states and provides feedback to agents in the form of recommended next topics, creating a closed-loop system that adapts to conversation dynamics and improves topic selection over time
2Adaptability or versatility
If agents rely on conventional techniques, then they can maintain basic conversation, but they struggle to handle customers in different situations and lead to successful sales
Solution Approach 1:
The system dynamically adapts topic recommendations based on real-time customer response states, allowing the conversation guidance to change flexibly according to different customer situations rather than following a fixed script
Solution Approach 2:
The system pre-processes customer responses to determine their state (e.g., interested, hesitant, confused) and prepares appropriate topic recommendations in advance, enabling agents to quickly respond to different customer situations without prolonged deliberation
Data Source
AI summary
A topic guidance method, system, and computer program product for suggesting, via a processor on a computer, a conversation topic for the agent to engage the customer based on a learned conversation topic model, the conversation model being a static model.