Topic Detection in Real-Time Messaging via Vector Database Queries
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Solution Overview
Problem
Traditional customer service systems in real-time messaging platforms face inefficiencies as agents manually search databases for information, leading to slow responses due to unpreparedness for emerging topics, necessitating an improved method for topic detection and preparation.
Innovation Solution
A method and system that involves a network node to receive messages, extract topics by dividing them into sub-sentences, generating vector representations, and inquiring a database for chronological relevance, generating an indication to operators about the presence of similar topics within a predefined time window, enabling quicker response preparation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual database search is used for topic information, then agents can find information, but response time increases and productivity decreases
Solution Approach 1:
The system performs preliminary action by automatically extracting topics from incoming messages and storing them in a database before agents need to respond. When a new message arrives, the system immediately queries the database for pre-extracted topic information, eliminating the need for agents to manually search databases during response time.
Solution Approach 2:
The system performs self-service by automatically extracting topics, generating vector representations, and querying the database without requiring agent intervention. The automated topic extraction and database query functions serve the system itself, freeing agents to focus solely on customer responses.
2Adaptability or versatility
If agents manually search for topic information, then they can prepare responses, but they cannot be prepared in advance for emerging topics
Solution Approach 1:
The system performs preliminary action by continuously extracting topics from incoming messages and storing them in the database before agents need to respond. This pre-preparation of topic information allows agents to immediately access relevant information when new topics emerge, without needing to manually search or prepare in advance.
Solution Approach 2:
The system implements feedback by continuously monitoring incoming messages, extracting topics, and updating the database. This feedback loop ensures that the database always contains the most current topic information, enabling agents to adapt to emerging topics in real-time without manual search requirements.
3Productivity
If automated topic extraction is implemented, then response preparation is improved, but system complexity increases
Solution Approach 1:
The system applies segmentation by dividing the topic extraction process into distinct modular components: message reception, topic extraction, vector representation generation, database storage, and query functionality. This modular segmentation makes the complex automated extraction system more manageable and easier to implement incrementally.
Solution Approach 2:
The system uses an intermediary approach by introducing a database as a mediator between message reception and agent response. The database serves as an intermediate storage layer that automatically receives extracted topics and makes them available to agents, simplifying the overall system architecture compared to direct real-time processing.
Data Source
AI summary
The present invention relates to a method for performing a detection of a topic of a message introduced in a real-time customer service messaging platform. In the method a message comprising at least one word from which the topic is definable is received; a topic from the received message is extracted; it is inquired from a database if the topic is determinable from a number of messages received chronically earlier than the received message; and an indication is generated to an operator of the real-time customer service messaging platform in accordance with a detection result obtained through an inquiry to the database. Some aspects of the present invention relate to a network node, to a computer program product and to a system.