Event Manager Context Capture for Virtual Assistant Chat Sessions
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Solution Overview
Problem
Current virtual assistant communication systems lack robust mechanisms for capturing and utilizing session context data, leading to inefficient interactions and reduced customer satisfaction due to the need for manual input of context information.
Innovation Solution
A system and method that utilize an event manager to capture and transfer application-specific session context data between a virtual assistant application and a parent software application, enabling seamless integration and automatic provision of context data during chat sessions, thereby improving natural language processing and response accuracy.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual input of context information is required during chat sessions, then the system can operate without complex context capture mechanisms, but interaction efficiency decreases and customer satisfaction is reduced
Solution Approach 1:
The system performs preliminary action by capturing and storing context data from the parent application before the chat session begins. The event manager subscribes to parent application events and pre-populates context information, so that when the chat session starts, the context is already available and does not need to be manually input, thus improving interaction efficiency without requiring complex real-time capture mechanisms during the chat
Solution Approach 2:
The event manager serves as an intermediary component that bridges the parent application and the virtual assistant chat system. It captures events from the parent application, processes context data, and makes it available to the chat session, thereby enabling automatic context provision without direct complex integration between the parent application and chat system
2Reliability
If context data is automatically captured and provided during chat sessions, then customer satisfaction and response accuracy improve, but the system complexity increases
Solution Approach 1:
The system segments the context capture functionality into a separate, modular event manager component that is independent of both the parent application and the virtual assistant chat system. This segmentation allows the context capture mechanism to be implemented without significantly increasing the complexity of the existing systems, while still providing automatic context data to improve response accuracy
Solution Approach 2:
The event manager implements a feedback mechanism by subscribing to events from the parent application and automatically providing context information back to the chat session. This feedback loop ensures that relevant context data is continuously available to improve response accuracy without requiring manual intervention or complex real-time processing
3Loss of information
If session context data is captured from parent application events, then the chat session can be informed of customer inquiry context, but additional data processing requirements are introduced
Solution Approach 1:
The event manager implements partial action by selectively capturing only the specific context data elements that are relevant to the chat session, rather than capturing all possible data from the parent application. The system subscribes to specific event types and extracts only the necessary context information, thus maintaining context completeness while minimizing data processing requirements
Data Source
AI summary
Methods and apparatuses are described for capturing and utilizing context data in virtual assistant communication sessions. A chat-based communication session is established between a virtual assistant application and a remote device. An event manager captures a first data event of the virtual assistant application. A parent software application receives the first data event and selects one or more session context data elements using a callback function of the first data event. The event manager captures a second data event of the parent software application comprising the session context data elements. The virtual assistant receives the second data event and inserts one or more messages comprising the session context data elements from the second data event into the chat-based communication session.