Conversational Virtual Assistant for Contact Center Routing
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Solution Overview
Problem
Users often become frustrated when navigating websites or mobile applications to find information or services, leading to inefficient interactions with IVR systems and potential misdirection to unqualified representatives, creating a dilemma for companies seeking to balance self-service efficiency with customer assistance.
Innovation Solution
A conversational virtual assistant that provides personalized, real-time assistance by using user information and contact center data to offer accurate navigation and action options, reducing call times and improving user experience through adaptable contact menus across multiple channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If users navigate websites or mobile applications to find information, then self-service efficiency is improved, but users become frustrated and may misdirect to unqualified representatives
Solution Approach 1:
The patent introduces a virtual assistant as an intermediary between users and customer service representatives. The virtual assistant analyzes user queries, determines appropriate representatives, and routes users accordingly. This mediator prevents users from becoming frustrated by navigating complex websites or being misdirected to unqualified representatives, while still maintaining self-service efficiency through automated triage and routing capabilities.
2Loss of energy
If companies direct users to self-service options, then operational costs are reduced, but users may require human assistance for complex issues
Solution Approach 1:
The patent implements a dynamic routing system that adapts to user needs in real-time. The virtual assistant assesses the complexity of user issues and dynamically determines whether self-service or human assistance is appropriate. This dynamic approach allows companies to reduce operational costs by directing simple queries to automated systems while maintaining flexibility to provide human assistance when needed, thus balancing cost reduction with service quality.
Solution Approach 2:
The system incorporates feedback mechanisms where the virtual assistant continuously monitors user interactions and adjusts routing decisions based on user responses and issue complexity. This feedback loop ensures that users receive appropriate level of assistance - automated self-service for straightforward issues and human representatives for complex problems - thereby optimizing both cost efficiency and user satisfaction.
3Extent of automation
If IVR systems are used for customer service, then automated routing is improved, but users experience wait times and may not reach the correct representative
Solution Approach 1:
The patent applies preliminary action by having the virtual assistant analyze and route user queries before they reach human representatives. The system pre-processes user inputs, determines the appropriate representative or self-service option, and prepares routing information in advance. This preliminary analysis eliminates traditional IVR wait times and ensures users are quickly connected to the correct representative or appropriate self-service resources, significantly reducing overall call handling time.
Data Source
AI summary
Methods and systems described in this disclosure receive a request for assistance from a device associated with a user, launch a conversational virtual assistant on the device, determine at least one potential subject of the request based on information associated with the user and a tab or webpage from which the conversational virtual assistant is launched, receive a verification of the subject of the request, create a contact menu with options for receiving the assistance, and receive a selection of one of the options.