Virtual Assistant Context-Aware Query Parsing

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Solution Overview

Problem

Users face difficulties in finding specific information on service provider websites due to overwhelming content, leading to frustration and potential abandonment of online services, which undermines cost savings associated with providing information online instead of through human representatives.

Innovation Solution

Implementing virtual assistants that parse user queries to identify concepts and context, mapping these to intents and responses, allowing for context-aware interactions that emulate human-like conversations, including text, links, and actions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Loss of information

If service providers provide extensive information on websites, then information availability is improved, but user ability to find specific information deteriorates

Engineering Contradiction:

Improveinformation availabilityVSAvoidinformation accessibility

Core Design Contradiction:

Loss of informationVSEase of operation

Solution Approach 1:

The patent introduces a virtual assistant as an intermediary between users and the extensive website content. The virtual assistant includes a bot that can understand natural language queries and navigate the website content on behalf of users, effectively mediating between the user's information needs and the vast amount of available information on the website.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The virtual assistant enables users to self-serve by allowing them to ask natural language questions about website content without needing to manually navigate through extensive menus and pages. The bot automatically searches and retrieves relevant information based on user queries, making the information accessible without user effort.

Inventive Principle:

Principle #25Self-service

2Loss of energy

If service providers use virtual assistants to reduce human representative costs, then cost savings are improved, but ability to emulate human representatives deteriorates

Engineering Contradiction:

Improvecost savingsVSAvoidhuman-like interaction capability

Core Design Contradiction:

Loss of energyVSAdaptability or versatility

Solution Approach 1:

The patent replaces the mechanical system of human representatives with an automated virtual assistant bot. The bot uses natural language processing and automated navigation capabilities to perform tasks that previously required human interaction, thereby reducing costs while providing automated service.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The virtual assistant is designed to be dynamic and adaptive in its interactions. The bot can understand various natural language queries, adapt its responses based on user needs, and navigate different parts of the website dynamically, making the interaction more versatile and human-like compared to static automated systems.

Inventive Principle:

Principle #15Dynamics

Data Source

PatentUS11960694B2Method of using a virtual assistant

Publication Date: 2024.04.16 VERINT AMERICAS INC

AI summary

Virtual assistants intelligently emulate a representative of a service provider by providing variable responses to user queries received via the virtual assistants. These variable responses may take the context of a user's query into account both when identifying an intent of a user's query and when identifying an appropriate response to the user's query.