Personal Bot Controller for Enterprise API Automation
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Solution Overview
Problem
Current customer interactions with enterprises often require manual navigation of unique procedures and interfaces, leading to inefficiencies and prolonged wait times, especially when repetitive information is needed, and are limited to voice or text-based communications.
Innovation Solution
A system and method that utilize a personal bot controller to interpret natural language requests, determine customer intent, and automatically interact with enterprises through APIs, leveraging customer profiles and external services to gather necessary data and execute tasks, thereby reducing manual input and interface navigation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customers interact with contact center agents through voice or text communications, then they can communicate with enterprises, but they must wait extended periods for agent availability and repeat standard information
Solution Approach 1:
The patent implements automated agents that enable customers to service themselves by automatically interacting with enterprise systems. The agents handle routine inquiries and transactions without human agent intervention, allowing customers to obtain information and complete tasks immediately without waiting for agent availability.
Solution Approach 2:
The patent introduces automated agents as intermediaries between customers and enterprise systems. These agents act as mediators that translate customer requests into system commands, automatically retrieve information from enterprise databases, and present results to customers, eliminating the need for customers to wait for human agents.
2Loss of time
If customers use self-service options like IVR systems or interactive websites, then they can avoid waiting for agents, but they must navigate unique procedures and interfaces for each enterprise
Solution Approach 1:
The patent creates automated agents with universal capabilities that can interact with multiple enterprise systems across different industries. The agents possess general knowledge of common enterprise procedures and can adapt to various interfaces, providing a unified self-service experience that works across airlines, banks, hotels, and other enterprises without requiring customers to learn enterprise-specific procedures.
Solution Approach 2:
The patent implements dynamic automated agents that can adapt their behavior and interface based on the specific enterprise system they are interacting with. The agents dynamically adjust their communication style, request formats, and interaction procedures to match the requirements of different enterprise systems, providing ease of operation while maintaining universal applicability.
3Adaptability or versatility
If traditional chatbots conduct conversations over text or voice, then they can provide information and perform services, but they are restricted to voice or text-based communications
Solution Approach 1:
The patent enhances traditional chatbots by giving them universal communication capabilities across multiple channels including voice, text, video, and social media platforms. The automated agents can seamlessly switch between different communication modalities and integrate with various enterprise systems, providing customers with flexible communication options beyond just text or voice.
Solution Approach 2:
The patent adds new dimensions to chatbot communication by incorporating video capabilities, multimedia content delivery, and integration with social media platforms. This transforms the traditional one-dimensional text or voice interaction into multi-dimensional communication that can include visual elements, real-time video feeds, and social media interactions, greatly enhancing communication flexibility.
Data Source
AI summary
A method for automating interactions with enterprises includes: receiving, through a user interface, a natural language request from a customer; determining a customer intent from the natural language request; conducting an automated interaction by: determining, by a personal bot controller circuit, an enterprise to service the customer intent; loading an enterprise library for interacting with an application programming interface (API) of the enterprise, the enterprise library including one or more library functions; identifying a library function for servicing the customer intent from among the one or more library functions; generating a request based on the identified library function and the customer intent; transmitting the generated request to the enterprise to initiate an interaction; receiving a response from the enterprise; and notifying the customer of a result of the interaction.