Transcript-Based Bot Creation for Contact Center Automation
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Solution Overview
Problem
Current contact center operations rely heavily on manual human agents and existing chatbots are ineffective in accurately identifying user queries and engaging consumers, leading to inefficiencies in scaling and engagement.
Innovation Solution
The development of transcript-based bot creation systems that analyze conversations to classify statements, recognize user intent, and generate custom bots capable of initiating workflows, allowing for intelligence-driven automation without requiring coding expertise.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human agents are used to perform contact center operations, then engagement ability and consumer satisfaction are improved, but scalability and operational efficiency deteriorate due to training requirements and manual processes
Solution Approach 1:
The patent creates virtual agents that copy and replicate the conversation skills and engagement abilities of human agents through recorded interactions and scripted dialogues. These virtual agents can be deployed at scale without requiring extensive training, thus maintaining high engagement ability while achieving scalability.
Solution Approach 2:
The system enables self-service through automated bot creation where non-technical users can record their own conversations and automatically generate functional bots without requiring coding expertise or extensive technical training, thereby improving scalability while maintaining quality engagement.
2Productivity
If traditional chat bots are deployed to automate contact center operations, then scalability is improved, but engagement ability and accuracy in identifying user queries deteriorate
Solution Approach 1:
The system performs preliminary actions by recording and analyzing successful human-agent conversations beforehand, extracting patterns and creating scripted dialogues that capture effective engagement techniques. This preliminary preparation enables bots to inherit proven engagement strategies without requiring complex training processes.
Solution Approach 2:
The patent introduces an intermediary layer between traditional chatbots and user queries, using natural language processing and conversation analysis to bridge the gap. This intermediary capability enables bots to accurately interpret user intent and respond with human-like engagement while maintaining scalability.
3Adaptability or versatility
If custom bots are created manually by developers, then bot functionality can be customized, but the creation process becomes complex and time-intensive, reducing productivity
Solution Approach 1:
The system enables end-users to create customized bots themselves through a simple recording interface without requiring programming knowledge. Users can record their own conversations, and the system automatically processes these recordings into functional bot scripts, thus achieving both customization and high productivity.
Solution Approach 2:
The system performs preliminary processing of recorded conversations by automatically transcribing, analyzing, and structuring the content into usable bot dialogues. This preliminary action eliminates the need for manual coding and complex configuration, enabling rapid bot creation while maintaining full customization capability.
4Reliability
If more human agents are added to contact centers to improve service capacity, then engagement quality is maintained, but operational costs and complexity increase
Solution Approach 1:
The patent creates virtual copies of human agents that can handle multiple customer interactions simultaneously without requiring additional physical presence or coordination. These virtual agents replicate successful engagement patterns while eliminating the operational complexities associated with hiring, training, and managing additional human staff.
Data Source
AI summary
Methods and systems for transcript-based bot creation are provided. Information may be stored in memory regarding different automation templates associated with different statement types. A transcript may be imported that includes statements, which may be analyzed and classified as one or more of the different statement types. The imported transcript may be displayed in a graphic user interface with its statements displayed in accordance with the automation templates associated with the respective statement type. User input may be received, including modification input that modifies at least one automation template associated with at least one statement of the displayed transcript designated as an integration point. A custom bot may thereafter be generated based on the modification input and configured to conduct a conversation based on the imported template and to initiate a workflow at the integration point in accordance with the modified automation template.