Virtual Assistant Contact Center Integration
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Solution Overview
Problem
Current virtual assistants do not effectively leverage the information and capabilities available in contact centers, limiting their ability to provide integrated and enhanced customer service beyond basic interactions.
Innovation Solution
A system and method for integrating virtual assistants with contact centers, enabling seamless communication and data exchange between virtual assistants and contact center components, such as IVR systems, routers, and CRM databases, to provide advanced customer service functionalities like service brokering, automated transactions, and intelligent routing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If virtual assistants operate independently without contact center integration, then device complexity is reduced, but service capability and functionality are limited
Solution Approach 1:
The patent introduces a contact center as an intermediary system that bridges virtual assistants and enterprise services. The contact center provides centralized management, authentication, and service orchestration, allowing virtual assistants to access enterprise capabilities without direct integration complexity at the VA level.
Solution Approach 2:
The system architecture segments functionality into distinct layers: consumer-facing virtual assistants, contact center mediation layer, and enterprise backend systems. This segmentation allows each component to be optimized independently while maintaining overall system versatility.
2Adaptability or versatility
If virtual assistants integrate with contact centers, then customer service functionality is enhanced, but infrastructure cost increases
Solution Approach 1:
The contact center infrastructure is designed to serve multiple functions: handling traditional voice calls, managing virtual assistant interactions, providing authentication services, and orchestrating enterprise resources. This multi-functionality reduces the need for separate infrastructure components for each function.
Solution Approach 2:
The patent merges virtual assistant capabilities with contact center operations, allowing a single integrated system to handle both traditional contact center workflows and modern VA-based interactions, thereby consolidating infrastructure requirements.
3Loss of information
If virtual assistants access contact center information, then service intelligence is improved, but information security risks increase
Solution Approach 1:
The contact center acts as a secure intermediary that controls information flow between virtual assistants and enterprise data systems. It implements authentication, authorization, and data protection protocols, allowing virtual assistants to access necessary information while maintaining security controls.
Solution Approach 2:
The system implements feedback mechanisms where the contact center continuously monitors and controls access permissions based on service context, user authentication status, and security policies, dynamically adjusting information access to balance intelligence needs with security requirements.
Data Source
AI summary
A system for virtual assistant facilitated contact center communications, wherein a virtual assistant at a contact center is used to communicate with a virtual assistant operating on a user device, thereby automating and improving contact center to customer communications. When a service request is received at a virtual assistant at the contact center from a virtual assistant operating on a user device, the virtual assistant at the contact center exchanges messages with one or more internal systems at the contact center to obtain relevant information. If any of the internal systems identifies missing information, the virtual assistant at the contact center queries the virtual assistant on the user device for the missing information.