Multimodal Problem Decoder for Support Agent Efficiency
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Solution Overview
Problem
Users often struggle to express software application issues effectively to support agents, leading to increased average handle time and repetitive problem resolution, which can be costly and inefficient.
Innovation Solution
A method and system that utilize multimodal information, including user interactions and clickstream data, to generate a problem summary in real-time, enabling support agents to understand user issues more accurately and quickly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If users are asked to describe their problems to support agents, then support agents can understand user issues, but users often cannot articulate their problems clearly leading to increased average handle time
Solution Approach 1:
The patent introduces an automated problem identification system that acts as an intermediary between the user and support agent. This system uses natural language processing to analyze user inputs and clickstream data, automatically generating problem summaries and identifying issues without requiring users to precisely articulate their problems. The intermediary system bridges the gap by translating user inputs into structured problem descriptions that support agents can quickly understand.
Solution Approach 2:
The patent replaces the mechanical process of manual problem description and understanding with an automated computational system. Instead of relying on users to verbally or textually describe problems and agents to interpret them, the system uses natural language processing algorithms and machine learning models to automatically analyze user inputs, clickstream data, and generate problem identifications, thereby reducing handle time while maintaining or improving accuracy.
2Measurement precision
If support agents spend more time understanding user problems, then problem identification accuracy improves, but support costs increase
Solution Approach 1:
The patent implements a self-service problem identification system that automatically analyzes user inputs and generates problem summaries without requiring extensive agent intervention. The system uses natural language processing and clickstream analysis to independently identify and characterize user issues, providing support agents with pre-processed problem descriptions that reduce the time and effort needed for understanding each case.
Solution Approach 2:
The automated problem identification system serves as an intermediary that performs the labor-intensive task of problem analysis before the support agent engages. This intermediary layer processes user inputs, extracts relevant information, and generates structured problem descriptions, thereby reducing the energy and time support agents must invest in each interaction while maintaining high accuracy.
3Reliability
If multiple users experience the same problem, then repetitive problem resolution occurs, but this increases average handle time and costs
Solution Approach 1:
The patent implements preliminary action by automatically analyzing and categorizing user problems in real-time using natural language processing and clickstream data. The system proactively identifies common issues and generates standardized problem summaries before support agents need to handle each case individually. This preliminary processing enables faster recognition of repetitive problems and facilitates more efficient resolution by providing agents with pre-organized information.
Data Source
AI summary
A method for facilitating user support using multimodal information involves obtaining an interaction between a user and a support agent, generating a question embedding from the interaction, obtaining a clickstream associated with the interaction, and generating a clickstream embedding from the clickstream. The question embedding and the clickstream embedding form a shared latent space representation. The method further involves decoding a problem summary from the shared latent space representation and providing the problem summary to the support agent.