Persona-Injected Virtual Assistant for Multi-Channel Customer Tasks
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Solution Overview
Problem
Customers face frustration and inefficiency when attempting to complete tasks with customer service entities due to long wait times, transfers, and limitations of automated systems, which often require direct interaction and are not channel-agnostic.
Innovation Solution
A virtual assistant service that interacts on behalf of the customer, using outbound IVA components trained to communicate via multiple channels (chat, phone call, API, email) and injects user profiles into conversational models to complete tasks efficiently, providing real-time updates and alerts for additional information needs.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If customers directly contact customer service entities to complete tasks, then task completion can be achieved, but customers experience long wait times, transfers, and frustration
Solution Approach 1:
The patent introduces an outbound IVA service component as an intermediary between the customer and the customer service entity. This virtual assistant automatically contacts the entity on behalf of the customer, eliminating the need for customers to directly navigate through customer service channels, thereby reducing wait times and improving ease of operation simultaneously
2Productivity
If automated systems are used to handle customer tasks, then efficiency can be improved, but automated systems are limited to specific tasks and require direct customer interaction
Solution Approach 1:
The outbound IVA service component is designed with multi-functionality to handle diverse customer tasks across different domains. It can adapt to various communication channels (chat, phone call, API, email) and perform different types of tasks by injecting specific user profiles into conversational models, thereby achieving both high productivity and versatility
3Productivity
If virtual assistant service is deployed to communicate on behalf of customers, then task completion efficiency is enhanced, but the system complexity increases
Solution Approach 1:
The virtual assistant system is segmented into distinct functional components: the outbound IVA service component for initiating communications, user profile management for storing customer information, and conversational models for handling interactions. This modular segmentation allows the system to achieve high productivity while managing complexity through organized, reusable components
4Adaptability or versatility
If multiple communication channels are supported, then customer accessibility is improved, but system complexity and resource requirements increase
Solution Approach 1:
The outbound IVA service component is designed as a universal platform that can operate across multiple communication channels (chat, phone call, API, email) through a common architecture. By using channel-agnostic conversational models and unified user profiles, the system achieves multi-channel support without proportionally increasing complexity, as the core logic remains consistent across different channels
Data Source
AI summary
An intelligent virtual assistant (IVA) is deployed to place a call/chat to customer service on behalf of the customer, thus saving them time and frustration. The IVA contacts a specific company over one or more channels, for example, chat, phone call, Application Programming Interface (API), or email, in order to complete open-ended task(s) requested by its user. Before the IVA contacts the company, a specific user profile is injected into an IVA dialog state. The IVA contacts the company or agency and answers customer service agent (CSA) questions by using the specific user profile provided for the call. The IVA then stores the task outcome for the user to review. If something prevents the task from succeeding, the IVA alerts the user that either it needs more information or the user may need to perform some action before the task can be completed, such as filling out or emailing a form.