Virtual Agent Conversation Triggered by Coded Optical Indicia
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Solution Overview
Problem
Conventional chatbots require users to engage in text or voice interaction to provide information, burdening them in resolving issues, as they need to determine the user's intent and gather necessary parameters manually.
Innovation Solution
The system uses coded optical indicia, such as QR codes, to automatically trigger conversations with virtual agents, allowing users to scan codes associated with issues, which include intents and parameters, enabling the chatbot to process information without requiring additional user input for issue resolution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If conventional chatbots require users to engage in text or voice interaction to provide information, then the virtual agent can gather necessary data to resolve issues, but the user burden increases and the interaction process becomes more complex
Solution Approach 1:
The patent applies preliminary action by pre-encoding issue identification information, intent data, and parameters into optical indicia (such as QR codes) that are attached to physical objects or documentation. When users scan these codes with their mobile devices, the information is automatically transmitted to the virtual agent, eliminating the need for users to manually type or speak their problems. This pre-prepared information structure resolves the contradiction by ensuring complete information gathering while maintaining ease of operation.
2Adaptability or versatility
If conventional chatbots manually determine user intent and gather parameters through interaction, then the system can process complex issues, but the time required for issue resolution increases
Solution Approach 1:
The patent encodes intent and parameter information in advance within the optical indicia structure. When a user scans the code, the virtual agent receives pre-structured data that directly identifies the issue type and includes relevant parameters, eliminating the time-consuming process of manual intent determination and parameter gathering through multiple interaction turns. This maintains adaptability while significantly reducing resolution time.
Solution Approach 2:
The optical indicia serves as an intermediary that carries structured information from the physical object to the virtual agent. This intermediary mechanism transfers pre-formatted issue data, intent classification, and parameter values directly to the system, bypassing the need for lengthy conversational exchanges and enabling rapid issue resolution while maintaining comprehensive problem-solving capability.
3Reliability
If the virtual agent asks for additional information to resolve an issue, then the problem-solving accuracy improves, but the conversation complexity and user effort increase
Solution Approach 1:
The patent embeds all necessary parameter information and intent data within the optical indicia before the user interacts with the system. This preliminary encoding ensures that the virtual agent receives complete, accurate information upfront, eliminating the need for follow-up questions and reducing conversation complexity while maintaining high problem-solving accuracy.
Data Source
AI summary
A virtual agent for resolving an issue with one or more objects is described, wherein each object is accessible by one of more users of a customer. The virtual agent receives information derived from one or more coded optical indicia specifying an intent of a virtual agent conversation, wherein the intent identifies an issue to be resolved; and based on the intent, process the information to further resolution of the issue. The received information may further specify at least one parameter, wherein the at least one parameter represents supplemental information required for resolution of the issue.