Intelligent Virtual Agent for Complex Multi-User Workflow Management
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Solution Overview
Problem
Conventional virtual agents lack the ability to manage complex business transactions involving multiple users and tasks over time, leading to inefficiencies and inconsistent user interfaces across different workflows, which complicates centralized management of customer and employee activity logs.
Innovation Solution
An intelligent virtual agent platform utilizing machine learning models and big data to analyze interactions between users and provide a unified interface for handling various workflows, enabling direct customer-bot interactions, reducing the need for human representatives, and improving chatbot efficiency by automating task management and data storage.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conventional virtual agents are used to handle customer interactions, then operational costs are reduced, but the ability to manage complex multi-user workflows is insufficient
Solution Approach 1:
The virtual agent system is designed to perform multiple functions: it can handle simple customer service tasks, manage complex multi-user workflows, coordinate between different employees and supervisors, and maintain centralized activity logs. This multi-functionality allows a single system to replace both simple chatbots and complex human coordination systems.
Solution Approach 2:
The system segments workflow management into discrete tasks that can be assigned to different users with different authority levels. Each task in a workflow can be independently tracked, assigned, and completed, allowing the virtual agent to manage complex multi-step processes involving multiple employees while maintaining overall workflow visibility.
2Productivity
If multiple employees work on a single mortgage application at different points in time, then complex transactions can be completed, but the state of the application is not readily visible
Solution Approach 1:
The virtual agent system provides continuous feedback to all employees and supervisors about the current state of each workflow and task. As employees complete tasks or make changes, the system automatically updates and communicates the current workflow state to all relevant parties, ensuring everyone has real-time visibility without requiring manual status checks or meetings.
Solution Approach 2:
The virtual agent acts as an intermediary between multiple employees working on the same mortgage application. It maintains the central workflow state, receives updates from different employees, coordinates their actions, and provides a unified view of the application status to all participants and supervisors, eliminating the information asymmetry that would otherwise exist.
3Adaptability or versatility
If different employee systems are used for various workflows, then specialized functionality is achieved, but centralized management of activity logs becomes difficult
Solution Approach 1:
The system merges multiple specialized employee systems into a single unified virtual agent platform. Different workflow types (mortgage applications, credit reviews, loan agreements, customer onboarding, audits) are all handled within the same system, which automatically consolidates activity logs from all workflows into a centralized repository, eliminating the need for separate systems while maintaining workflow-specific functionality.
4Productivity
If virtual agents communicate with a single user, then simple tasks are completed efficiently, but complex interactions involving multiple users cannot be managed
Solution Approach 1:
The virtual agent system dynamically adapts its interaction model based on the complexity of the task. For simple tasks, it communicates with a single user efficiently. For complex workflows involving multiple employees and supervisors, it automatically transitions to a multi-user coordination mode, dynamically assigning tasks, managing approvals, and coordinating actions across different users while maintaining efficient task completion.
Data Source
AI summary
The disclosed intelligent virtual agent provides a single, unified platform for completing a variety of diverse complex business transactions including a series of interactions between multiple people and the performance of multiple tasks occurring at different points in time.