Virtual Assistant for Guided Omnichannel Task Sequencing
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Solution Overview
Problem
Customers face challenges in efficiently completing tasks across multiple channels in a telecommunications network, such as upgrading their mobile phones, due to the need to interact with various channels in a time-intensive and demanding manner without clear guidance.
Innovation Solution
A virtual assistant is implemented to facilitate tasks by receiving requests, determining actions through machine-learned models trained on user and network activity, interacting with multiple channels, and providing instructions to users for task completion.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If customers interact with multiple channels manually to complete tasks, then task completion is possible, but time consumption and customer effort increase significantly
Solution Approach 1:
The patent introduces a virtual assistant as an intermediary system that automatically coordinates interactions across multiple channels (retail store, website, call center) on behalf of customers. The virtual assistant receives customer requests, determines the appropriate sequence of channels, executes actions at each channel, and guides customers through the process, thereby reducing time consumption and effort while maintaining task completion.
Solution Approach 2:
The virtual assistant performs preliminary actions by pre-determining the optimal sequence of channel interactions and preparing the task completion pathway before the customer begins. It proactively identifies which channels need to be visited and in what order, eliminating the need for customers to manually figure out the complex multi-channel process.
2Ease of operation
If customers navigate multiple channels without guidance, then task completion can occur, but the process becomes complex and demanding
Solution Approach 1:
The virtual assistant serves as a guiding intermediary that simplifies the complex multi-channel interaction process. It provides step-by-step instructions to customers, telling them which channel to visit next and what actions to take, thereby reducing the perceived complexity and making the process easier to operate.
Solution Approach 2:
The virtual assistant implements a feedback mechanism where it receives customer requests, processes them through machine-learned models, and provides tailored guidance based on the specific task and customer context. This feedback loop continuously adapts to customer needs, simplifying the interaction process dynamically.
3Reliability
If manual channel coordination is used, then tasks can be completed, but reliability and accuracy of guidance decrease
Solution Approach 1:
The system employs machine-learned models that continuously learn from customer interactions and task outcomes, providing increasingly reliable guidance over time. The feedback mechanism analyzes successful task completions and uses this information to improve future guidance accuracy and reliability across multiple channels.
Solution Approach 2:
The virtual assistant autonomously coordinates the complex multi-channel interactions without requiring human intervention for each step. It independently determines the sequence of channels, executes actions, and provides guidance, thereby improving reliability through consistent automated processes while managing complexity internally.
Data Source
AI summary
Introduced here is a computer-implemented virtual assistant used for completing tasks in an omnichannel environment. The virtual assistant is a common entry point for task completion at an electronic device in a network and can be operable based on a model trained on user activity and network activity. The virtual assistant can receive a request to perform a task associated the electronic device. The virtual assistant can facilitate performance of a first action via a first channel of the network in furtherance of completing the task. Upon detecting performance of the first action, the virtual assistant can present instructions to perform a second action via a second channel (different from the first channel) in furtherance of completing the task. The virtual assistant can detect performance of the second action and present an indication of the completion of the task at the electronic device.