Virtual Agent Negotiation for Preference-Aware Multimedia Support
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Solution Overview
Problem
Conventional systems fail to effectively coordinate actions among multiple entities, considering their preferences, leading to inefficiencies and customer dissatisfaction in communication with customer service representatives, and lack multimedia integration in voice-based interactions.
Innovation Solution
A virtual agent server that processes natural language inputs to determine user preferences, generates suggestions, and executes actions, integrating multimedia content to enhance communication and coordination among multiple entities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional voice-based communication is used for customer service, then communication simplicity is maintained, but communication effectiveness and information transfer quality deteriorate
Solution Approach 1:
The patent combines multiple communication modalities (voice, text, images, videos) into a unified customer service platform. The virtual agent server integrates these different forms of information exchange, allowing customers to switch between or combine modalities during interaction, thereby maintaining ease of use while significantly improving communication effectiveness and reducing information loss.
Solution Approach 2:
The patent transitions from traditional one-dimensional voice-based communication to multi-dimensional communication by incorporating text, images, and videos. This adds spatial and visual dimensions to the communication process, enabling richer information transfer while maintaining accessibility through multiple channels.
2Device complexity
If customer service interactions are limited to voice communication, then system complexity is reduced, but customer satisfaction and service quality deteriorate
Solution Approach 1:
The virtual agent server is designed with multi-functionality to handle diverse customer service scenarios. It can process voice commands, send and display text messages, share images and videos, and coordinate actions among multiple entities. This universal platform approach increases system complexity but delivers comprehensive service quality and high customer satisfaction through unified handling of multiple communication needs.
3Productivity
If multiple entities coordinate actions without considering individual preferences, then decision-making speed is improved, but coordination effectiveness and user satisfaction deteriorate
Solution Approach 1:
The system performs preliminary actions by collecting and analyzing preferences of multiple entities before coordinating actions. The virtual agent server stores preference information and uses it to pre-evaluate potential coordination scenarios, enabling faster and more effective decision-making that respects individual preferences while maintaining overall coordination efficiency.
Data Source
AI summary
A computer-implemented method for agent to agent communication is disclosed. The method comprises receiving a request from a user via a first virtual agent that represents the user; initiating a communication session between the first virtual agent and a second virtual agent representing a service provider to communicate a desired action of the request; and exchanging, by the first and second virtual agents, one or more proposals to fulfill the received request. The method also comprises negotiating, by the first and second virtual agents, terms for performing the desired action based on the exchanged proposals; executing, by the second virtual agent server, the desired action based on the negotiated terms; and communicating, by the first virtual agent server, a response to the user upon the execution of the desired action.