Automated Harassment Detection System for Customer Service
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Solution Overview
Problem
Customer service representatives (CSRs) face high turnover rates due to frequent exposure to harassing communication, leading to decreased customer service quality and increased training costs for businesses, as existing methods fail to effectively detect and intervene in real-time.
Innovation Solution
A system comprising processors and memory devices that detect harassing communication by analyzing communication data from CSRs and customers, using linguistics data and biometric indicators to identify harassing content and automatically notify a customer service manager for intervention.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If real-time detection of harassing communication is implemented, then CSR turnover rate decreases and customer service quality improves, but system complexity and implementation costs increase
Solution Approach 1:
The patent introduces an automated detection system that acts as an intermediary between CSRs and customers, analyzing communication data in real-time to identify harassing content. This intermediary system processes communications through multiple analysis layers including linguistics data, biometric indicators, and contextual information, thereby reducing direct human exposure to harassment while maintaining service quality.
Solution Approach 2:
The system performs preliminary detection and analysis of communication data before situations escalate. By continuously monitoring communications and identifying potential harassment patterns early, the system can intervene proactively through automated warnings or escalations, preventing negative outcomes before they occur.
2Loss of time
If automated detection system is deployed, then intervention time is reduced and customer experience improves, but loss of time for data processing increases
Solution Approach 1:
The system employs periodic analysis of communication data at strategically determined intervals rather than continuous exhaustive processing. This allows the system to maintain real-time detection capabilities while managing computational resources efficiently, processing data in periodic batches that balance responsiveness with processing load.
Solution Approach 2:
The system applies partial processing by focusing computational resources on analyzing only the most relevant portions of communication data that indicate potential harassment. Rather than processing every aspect of each interaction equally, the system selectively intensifies analysis when suspicious patterns are detected, reducing overall processing time while maintaining detection accuracy.
Data Source
AI summary
A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for detecting harassment. The system may receive communication data from a first customer service representative terminal or a customer communication device and may determine, based at least in part on the communication data and stored communication data, that the communication data comprises harassing content. The system may, responsive to determining that the communication data comprises harassing content, transmit to a second customer service representative terminal, a notification indicating that the communication data comprises harassing content.