Real-Time Interaction Phase Scoring for Agent Workload Reduction
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Customer support agents face challenges in managing client interactions, including determining which topics have been addressed and providing timely feedback or manager involvement, due to inefficiencies in existing communication systems.
Innovation Solution
A computing system that generates a graphic user interface for agents during client interactions, displaying current keywords and interaction phases with scoring, allowing for real-time assessment and generation of situation reports for designated parties.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If agents use traditional guidance sheets during client interactions, then agents have reference material available, but agents cannot easily track which topics have been addressed and struggle to determine the current state of the interaction
Solution Approach 1:
The system implements real-time feedback by automatically analyzing conversation content and updating the interaction phase display. The processor continuously monitors the client-agent interaction, identifies keywords and topics, and provides feedback about the current interaction phase and progress, enabling agents to track which topics have been addressed without manual effort
Solution Approach 2:
The system introduces an intermediary component that sits between the agent and the client interaction. This intermediary automatically processes the conversation content, determines interaction phases, and presents this information to the agent through the display, relieving the agent of the burden of manually tracking interaction state
2Productivity
If agents manually notify managers or provide feedback during client interactions, then manager involvement is possible, but the process is inefficient and causes clients to wait inordinate amounts of time
Solution Approach 1:
The system performs preliminary actions by automatically analyzing the interaction content and preparing situation reports in real-time during the client interaction. When specific conditions are met or upon agent request, the system has already processed and formatted the relevant information, enabling rapid manager involvement without requiring clients to wait for manual information gathering
Solution Approach 2:
The system implements automated feedback mechanisms that continuously monitor interaction quality and progress. This real-time feedback capability allows the system to automatically generate situation reports with relevant interaction information, enabling rapid escalation to managers when needed without disrupting the client interaction or causing delays
3Productivity
If the system provides detailed real-time interaction analysis, then agent efficiency improves, but the system complexity increases
Solution Approach 1:
The system extracts only the most essential and relevant information from the client interaction, such as interaction phase, key topics discussed, and progress indicators. By selectively extracting and displaying only critical information rather than analyzing and presenting all conversation data, the system maintains simplicity while still providing sufficient support to improve agent efficiency
Data Source
AI summary
A computing system, method and non-transitory computer readable memory are provided, to assist an agent during a client interaction between the agent and a client over a communications channel. An agent station may generate a graphic user interface (GUI) of the client interaction during the client interaction, the GUI displaying a current identified keyword and one or more interaction phases, each interaction phase having a respective current phase score for the client interaction. A keyword and associated keyword information from the client interaction may be received, including phase and corresponding phase score information, and the GUI updated with the currently identified keyword and newly received phase information accounting for the received corresponding phase score information. A situation report may be generated for a designated party, the situation report including an agent identification, and client interaction information including comments entered by the agent relating to the client interaction.