Script-Based Information Retrieval for Customer Care Agents
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Solution Overview
Problem
Customer care agents face difficulties in quickly finding relevant information from abundant repositories to address customer questions and concerns, leading to inefficient problem-solving during interactions.
Innovation Solution
A method is implemented where a graphical user interface (GUI) displays a question and possible answers associated with electronic documents in a knowledge base, allowing agents to select answers that correspond to solutions, narrowing down search results for more detailed and tailored responses.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If customer care agents search through abundant information repositories to find pertinent information, then the completeness of information retrieval is improved, but the time required to find relevant solutions increases
Solution Approach 1:
The patent introduces an intermediary system comprising a processor and user interface that acts as a mediator between customer care agents and the knowledge base. This intermediary automatically retrieves information based on customer input, processes it through scripting logic, and presents filtered results to agents, eliminating the need for manual searching while ensuring complete information retrieval.
Solution Approach 2:
The system enables self-service by automatically retrieving and processing information without requiring agent intervention in the search process. The processor autonomously queries the knowledge base, executes scripting logic, and generates responses based on customer inputs, allowing the system to serve itself in information retrieval tasks.
2Adaptability or versatility
If customers directly search repositories for answers, then their autonomy is improved, but their ability to find relevant solutions deteriorates due to information overload
Solution Approach 1:
The patent introduces an intermediary system comprising a processor and user interface that acts as a mediator between customer care agents and the knowledge base. This intermediary automatically retrieves information based on customer input, processes it through scripting logic, and presents filtered results to agents, eliminating the need for manual searching while ensuring complete information retrieval.
Solution Approach 2:
The system extracts only the most relevant information from the vast knowledge base by using scripting logic to filter and process data based on specific customer inputs. This extraction principle removes unnecessary information overload while preserving the essential solutions customers need, presenting only pertinent results through the user interface.
3Quantity of substance
If more information is provided in repositories, then the comprehensiveness of support material is improved, but the complexity of navigating and filtering information increases
Solution Approach 1:
The system extracts only the most relevant information from the vast knowledge base by using scripting logic to filter and process data based on specific customer inputs. This extraction principle removes unnecessary information overload while preserving the essential solutions customers need, presenting only pertinent results through the user interface.
Solution Approach 2:
The patent introduces an intermediary system comprising a processor and user interface that acts as a mediator between customer care agents and the knowledge base. This intermediary automatically retrieves information based on customer input, processes it through scripting logic, and presents filtered results to agents, eliminating the need for manual searching while ensuring complete information retrieval.
Data Source
AI summary
One implementation provides a method for providing a solution to a problem durring an interaction. In this implementation, the method includes displaying to the user a first question and possible answers to the first question in a graphical user interface (GUI) upon identification of the problem. Each possible answer to the first question is associated with an electronic document stored in a first knowledge base. The method further includes receiving input from the user selecting one of the displayed answers to the first question during the interaction. In response to receiving this input, a name of the electronic document is displayed within the GUI. The electronic document whose name is displayed is associated with the selected answer to the first question and that provides a solution to the problem.