Semi-Automated Chat Service for Cost-Efficient Data Collection

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Solution Overview

Problem

Web chat services relying on human operators are cost-prohibitive for high-traffic websites and suffer from inefficiencies in data collection due to human error and prolonged delays, while chatbots lack the ability to interact with human operators when misinterpretations occur.

Innovation Solution

A semi-automated chat service system that combines scriptable, automated chat engines with chat management and assistance logic, allowing for both structured data entry through interactive responses and free-form interactions with human operators, thereby improving data accuracy and reducing collection time.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If human operators are used to handle real-time inquiries, then customer service quality is improved, but operational costs increase significantly

Engineering Contradiction:

Improvecustomer service qualityVSAvoidoperational costs

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The chat service is segmented into two distinct modes: automated chatbot mode for routine structured inquiries and human operator mode for complex unstructured questions. The system automatically segments user queries and routes them to the appropriate handling mode, allowing cost-effective automation for standard questions while maintaining human oversight for exceptional cases.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

A chatbot acts as an intermediary between users and human operators. The chatbot handles routine automated responses and only escalates to human operators when it encounters unstructured questions or determines human intervention is necessary, reducing the burden on human operators while maintaining service quality.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Measurement precision

If human operators manually parse free-flow chat information, then data accuracy is maintained, but time consumption increases

Engineering Contradiction:

Improvedata accuracyVSAvoidtime consumption

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system dynamically adapts its data collection approach based on the chat mode. In automated mode, structured data is collected through predefined forms with validation. In human operator mode, the system can handle unstructured free-flow text. This dynamic adaptation allows efficient automated processing for structured data while maintaining flexibility for unstructured data when needed.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The automated chatbot performs self-service data collection for structured inquiries using predefined forms and validation logic, eliminating the need for human operator intervention in routine data gathering tasks and significantly reducing time consumption.

Inventive Principle:

Principle #25Self-service

3Loss of energy

If chatbots are used to automate communications, then operational costs are reduced, but ability to handle misinterpretations worsens

Engineering Contradiction:

Improveoperational costsVSAvoidhandling misinterpretations

Core Design Contradiction:

Loss of energyVSReliability

Solution Approach 1:

The chatbot serves as an intermediary that can escalate to human operators when it encounters questions it cannot adequately handle. This escalation mechanism ensures that misinterpretations and complex queries are transferred to human operators who can provide accurate responses, maintaining reliability while keeping operational costs low through automated handling of routine questions.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system implements feedback mechanisms where the chatbot learns from interactions and can identify when human intervention is needed. The feedback loop allows the system to improve its interpretation capabilities while maintaining the option to escalate to human operators, balancing automation efficiency with accurate handling of misinterpretations.

Inventive Principle:

Principle #23Feedback

4Productivity

If fully automated chatbots are deployed, then productivity increases, but adaptability to complex situations decreases

Engineering Contradiction:

Improvechat handling capacityVSAvoidhandling complex situations

Core Design Contradiction:

ProductivityVSAdaptability or versatility

Solution Approach 1:

The chat service dynamically switches between automated and human operator modes based on the complexity and nature of user queries. This dynamic capability allows the system to maintain high productivity for routine automated questions while adapting to handle complex situations through human operator intervention, thus balancing productivity with adaptability.

Inventive Principle:

Principle #15Dynamics

Data Source

PatentUS12314902B2Semi-automated form-based chat

Publication Date: 2025.05.27 MH SUB I LLC

AI summary

A chat communication session is established between a first and second network device. Displayable content is generated during the chat communication session for transmission by the first network device, where the displayable content includes (i) a first chat question, (ii) a first set of interactive responses to the first chat question, and (iii) a first text field. The displayable content is transmitting by the first network device to the second network device. In response to selection of one of the first set of interactive responses at the second network device, at least a second chat question is generated along with a second set of interactive responses to the second chat question is generated for transmission. However, responsive to detecting text entry within the first text field, the first network device is configured to provide an operator with access to the chat communication session for response to the text entry.