Context-Based Email Agent Assignment for Near-Real-Time Support
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Solution Overview
Problem
Email-based customer service lacks the capability for near-real-time support, as it does not allow immediate direct contact with customer service agents, unlike real-time communication mediums like telephone or online chat.
Innovation Solution
A computerized system that embeds a background script within an email message, allowing it to determine when a specific segment is viewed and provides options to communicate with available agents associated with that segment, enabling near-real-time support by activating suitable communication mediums such as online chat or phone calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If email-based customer service is used, then customers can communicate with agents, but near-real-time support capability is lost
Solution Approach 1:
The email message is divided into multiple segments, with different customer service agents assigned to different segments. When a customer views a specific segment, the system identifies the relevant agent and enables direct communication. This segmentation allows the system to provide targeted, context-specific support while maintaining overall system manageability.
Solution Approach 2:
The patent introduces an intermediary system that bridges email and real-time communication channels. This intermediary monitors email segment viewing, identifies appropriate agents, and activates direct communication channels (phone, chat) when customers need immediate assistance. The intermediary enables seamless transition between asynchronous email and synchronous communication without requiring complete system redesign.
2Productivity
If direct contact with customer service agents is enabled, then responsiveness improves, but the simplicity of email-based service is lost
Solution Approach 1:
The system dynamically adjusts communication capabilities based on customer needs and agent availability. When a customer views a specific email segment, the system activates appropriate communication channels only for that context, rather than providing all communication options throughout the entire email. This dynamic approach maintains simplicity where not needed while enabling efficiency when required.
Solution Approach 2:
Different communication capabilities are applied to different segments of the email based on local context. Each email segment can have its own associated agents and communication options, allowing the system to provide locally optimized service quality. This means customers get direct agent contact only for specific segments where it's most valuable, rather than uniformly across the entire email.
3Measurement precision
If context-specific agent assignment is implemented, then customer service precision improves, but system complexity increases
Solution Approach 1:
Customer service agents are pre-assigned to specific email segments before customers interact with the message. This preliminary assignment structure allows the system to quickly identify appropriate agents when customers view segments, without requiring complex real-time matching algorithms. The pre-established relationships between segments and agents simplify the decision-making process while maintaining high precision in agent-customer matching.
Data Source
AI summary
A computerized system determines when a viewer is viewing a certain portion of an electronic document. Depending on the portion of the document being viewed, the system determines whether various agents are available to assist the viewer and provides options to the viewer for communicating with one or more of the agents.