Service Action Guidance Engine for Autonomous Issue Resolution
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Solution Overview
Problem
Conventional service diagnostics and provisioning rely heavily on human agents, leading to inconsistent responses and unnecessary dispatching of technicians, resulting in excessive costs and reduced customer satisfaction due to the lack of autonomous issue anticipation and resolution.
Innovation Solution
A service action guidance engine (SAGE) autonomously analyzes data to identify issues and autonomously sends instructions to automation bots to resolve them, eliminating the need for human intervention and reducing the need for technician dispatch.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human call center agents and field technicians are used to perform service diagnostics and provisioning, then service issues can be resolved, but service consistency deteriorates due to varied levels of experience and expertise among agents and technicians
Solution Approach 1:
The system enables self-service through autonomous bots that automatically diagnose and resolve service issues without human intervention. The bot receives diagnostic data, determines appropriate actions, executes them, and verifies resolution autonomously, eliminating variability introduced by human agents and technicians.
Solution Approach 2:
The patent replaces the mechanical system of human agents and technicians with an automated bot system. The bot uses software-based diagnostic and provisioning capabilities to substitute for human expertise, providing consistent service through algorithmic decision-making rather than variable human judgment.
2Reliability
If field technicians are dispatched to resolve service issues, then issues can be addressed, but costs increase due to excessive dispatching when autonomous actions could resolve issues
Solution Approach 1:
The system performs preliminary automated diagnostics and resolves issues before field technician dispatch is considered. The bot autonomously executes provisioning actions and verifies resolution, only escalating to human technicians when necessary, thereby preventing unnecessary resource expenditure.
Solution Approach 2:
The automated bot performs self-service diagnostics and resolutions, handling routine service issues autonomously without requiring field technician intervention. This eliminates wasteful dispatching of technicians for issues that can be resolved programmatically.
3Reliability
If customers must call call center agents to initiate service issue resolution, then issues can be addressed, but customer satisfaction deteriorates due to time and effort required and lack of trust in services
Solution Approach 1:
The system performs preliminary autonomous monitoring and issue detection without waiting for customer initiation. The bot continuously monitors service parameters, detects issues automatically, and begins resolution processes before customers are aware of problems, eliminating customer effort and wait time.
Solution Approach 2:
The system implements continuous feedback loops where the bot monitors service status, detects anomalies, and automatically adjusts provisioning parameters. This closed-loop system provides real-time service optimization without requiring customer input or call center intervention.
4Reliability
If conventional diagnostic systems are used, then service issues can be identified, but productivity deteriorates due to manual analysis and response processes
Solution Approach 1:
The patent replaces manual diagnostic analysis with automated bot-based diagnostic systems. The bot automatically analyzes service data, identifies issues, determines appropriate actions, and executes resolutions programmatically, dramatically increasing diagnostic and resolution speed while maintaining accuracy.
Solution Approach 2:
The system implements continuous automated monitoring and diagnostic analysis without interruption. The bot operates continuously to detect and resolve issues in real-time, eliminating the discontinuous nature of manual diagnostics where issues are only addressed when detected by human agents.
Data Source
AI summary
Novel tools and techniques are provided for implementing service diagnostics and provisioning via a service action guidance engine (“SAGE”). In various embodiments, SAGE may autonomously analyze data to identify any issues with provisioning one or more first services, among a plurality of services, to a first customer of a service provider. SAGE may autonomously identify one or more first automation actions from a plurality of automation actions to address at least one first issue identified based on the analysis, and may autonomously send one or more first instructions to one or more first automation bots, among a plurality of automation bots, to perform the identified one or more first automation actions. SAGE may also generate and present one or more guidance messages to call center users to guide interaction between customers and the call center users, based on analysis data associated with provisioning of services to the customers.