Text Chat Automation with IVA-Human Co-Handling for Sensitive Tasks
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Solution Overview
Problem
Current intelligent virtual assistants (IVAs) are capable of handling common customer service tasks, but they struggle with complex situations requiring human compassion and sensitivity, leading to inefficiencies in large call centers.
Innovation Solution
Implementing a system that allows IVAs and human agents to co-handle text conversations, where IVAs handle simple tasks and human agents handle sensitive or complex issues, with seamless handovers without user notification.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If IVAs handle all customer service tasks, then automation efficiency is improved, but handling of sensitive tasks requiring human compassion deteriorates
Solution Approach 1:
The patent segments customer service tasks into two categories: routine tasks handled by IVAs and sensitive tasks handled by human agents. The system automatically detects sensitive tasks using natural language processing and transfers them to human agents, while IVAs continue to handle routine inquiries. This segmentation allows the system to maintain high automation efficiency for appropriate tasks while ensuring sensitive tasks receive human compassion and expertise.
2Reliability
If human agents handle all tasks, then task quality is improved, but productivity and scalability deteriorate
Solution Approach 1:
The system segments the workload between IVAs and human agents based on task complexity and sensitivity. IVAs handle high-volume routine tasks that require quick responses, while human agents focus on complex sensitive tasks requiring empathy and judgment. This segmentation enables the system to scale efficiently while maintaining high task quality through appropriate human involvement.
Solution Approach 2:
The patent introduces an intermediary natural language processing system that analyzes customer inquiries and automatically determines whether to route them to IVAs or human agents. This intermediary layer optimizes task allocation, ensuring that human agents are engaged only when necessary for sensitive tasks, thereby maximizing productivity while maintaining task quality.
3Speed
If human agents use pre-populated responses, then response speed is improved, but personalization and adaptability deteriorate
Solution Approach 1:
The patent implements a dynamic response system where human agents can switch between pre-populated responses for routine tasks and personalized responses for sensitive tasks. The system adapts the level of personalization based on task complexity and customer needs, allowing agents to efficiently use templates when appropriate while providing customized responses when human judgment and compassion are required.
Data Source
AI summary
To allow the human customer service agents to specialize in the instances where human service is preferred, but to scale to the volume of large call centers, systems and methods are provided in which human agents and intelligent virtual assistants (IVAs) co-handle a conversation with a customer. IVAs handle simple or moderate tasks, and human agents are used for those tasks that require or would benefit from human compassion or special handling. Instead of starting the conversation with an IVA and then escalating or passing control of the conversation to a human to complete, the IVAs and human agents work together on a conversation.