Pseudo Agent Matching for Contact Center Personalization
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Solution Overview
Problem
Current communication strategies in contact centers struggle to provide personalized interactions with customers, especially when a live agent is engaged, as they often lack agents with the desired attributes to match customer preferences, leading to a disconnect between customers and companies.
Innovation Solution
The creation and use of dynamic pseudo-agents that evolve over time, based on social media interactions, to provide personalized and relatable interactions by matching customer attributes with fabricated personas that can be updated continuously, allowing real agents to impersonate these personas for enhanced customer engagement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If virtual advertising and avatars are used to personalize interactions, then personalization is improved, but customer satisfaction deteriorates when a live agent is required
Solution Approach 1:
The patent creates pseudo-agent profiles that copy and mimic the characteristics, preferences, and communication styles of actual customers. These pseudo-agents serve as virtual representatives that can interact with other customers, providing personalized service without requiring live agents. The system analyzes customer data to generate accurate copies of customer personas that can autonomously engage in conversations and provide support.
Solution Approach 2:
The patent introduces pseudo-agents as intermediary entities between customers and the company's service system. These pseudo-agents act as mediators that can handle customer interactions autonomously, reducing the need for live agents while maintaining personalization. The pseudo-agents bridge the gap between virtual service capabilities and customer expectations for personalized, human-like interaction.
2Reliability
If more real agents with diverse attributes are hired to match customer preferences, then customer satisfaction is improved, but cost increases
Solution Approach 1:
Instead of hiring additional real agents with diverse attributes, the patent creates virtual copies (pseudo-agents) that replicate the characteristics and expertise of existing agents. These pseudo-agent profiles can be generated and updated without incurring recruitment, training, or salary costs. The system analyzes customer interaction data to create accurate virtual representations that can serve multiple customers simultaneously.
Solution Approach 2:
The patent makes the pseudo-agent system universal and multi-functional, where a single infrastructure can serve multiple customers and multiple agent personas simultaneously. The pseudo-agents can be dynamically assigned to different customer segments and interaction types, providing versatile service coverage without requiring proportional increases in human agent resources.
3Adaptability or versatility
If pseudo-agents are created to match customer attributes, then personalization is improved, but system complexity increases
Solution Approach 1:
The patent simplifies the complexity challenge by creating pseudo-agents through systematic copying of customer and agent attributes from existing data sources. Rather than building complex AI models from scratch, the system replicates known characteristics into structured profiles that can be easily managed and updated. This copying approach reduces the computational and architectural complexity compared to full autonomous AI agents.
Data Source
AI summary
Contact centers employ agents to provide services to customers. In particular, artificial agents are provided that have a rich background and continuing life with the realm of social media. The artificial agent's profile is selected in accord with the profiles of current or prospective customers. As the customers age and progress in life, the artificial agent profile is updated in accord with the customers' changing profiles and similarly ages and progresses in life. When a customer desires to interact with artificial agent, for a purpose provided by a contact center, a human agent may be provided the profile and/or history of the artificial agent so as to impersonate the artificial agent and promote the relationship with the customer.