State Vector AI for Automated Customer Request Handling

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Solution Overview

Problem

Existing customer interaction methods, such as navigating websites or voice menus, are time-consuming and costly for companies, and hiring customer service representatives to manually respond to requests is a significant expense.

Innovation Solution

The use of mathematical models, including neural networks, and a state vector to automate customer request responses, facilitating communication and actions through message encoding, named entity recognition, action selection, and API request generation, while tracking interactions to improve decision-making and customer experience.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If customer service representatives are hired to manually respond to requests, then customer service quality is improved, but company expenses increase significantly

Engineering Contradiction:

Improvecustomer service qualityVSAvoidcompany expenses

Core Design Contradiction:

ReliabilityVSQuantity of substance

Solution Approach 1:

The system enables customers to interact with the company through automated interfaces (website navigation, app interactions, voice responses) that automatically process requests and provide information without requiring human customer service representatives, thus reducing labor costs while maintaining service availability

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

Manual customer service operations are replaced with automated computer-based systems including website interfaces, mobile applications, and interactive voice response systems that can handle customer requests without human intervention, substituting mechanical/automated processes for human labor

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Quantity of substance

If customers navigate websites or voice menus to interact with the company, then company expenses are reduced, but interaction time increases

Engineering Contradiction:

Improvecompany expensesVSAvoidcustomer interaction time

Core Design Contradiction:

Quantity of substanceVSLoss of time

Solution Approach 1:

The system pre-organizes information and interaction paths on websites and in applications, with predetermined navigation structures and voice menus that guide customers efficiently to their desired information or services, reducing the time required to complete interactions

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The automated system provides multiple interaction channels (website, mobile app, voice response) that can handle various types of customer requests through unified interfaces, allowing customers to access diverse services without requiring specialized human agents for each query type

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS9892414B1Method, medium, and system for responding to customer requests with state tracking

Publication Date: 2018.02.13 ASAPP INC

AI summary

Mathematical models and a state vector may be used to respond to a customer and perform actions for the customer, such as transmitting an API request to a server to update the customer's address. The mathematical models may include a message encoding model to generate a representation of a message received from a customer, a message generation model to generate a message to transmit to a customer, an API request model to generate an API request to transmit to a server, an API response encoding model to generate a representation of an API response, a state update model to update the state vector using another model output, and an action model to select an action to be performed. A mathematical model may process the state vector in determining an output, and an output of the mathematical model may also be used to update the state vector.