Intelligent Voice Assistant for Document Explanation and Call Routing
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Solution Overview
Problem
Users of service providers, such as banks and insurance companies, face difficulties in understanding complex documents and navigating interactions with service representatives due to limited phone-based communication and lack of context, leading to frustration and inefficiency.
Innovation Solution
An intelligent voice assistant system that provides audible explanations of documents, navigates electronic documents, and facilitates communication by retrieving user-specific information, initiating calls, and offering contextual assistance during interactions with service representatives.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If users contact service representatives to understand documents, then they can get detailed explanations, but they experience frustration due to limited phone-based communication and lack of context
Solution Approach 1:
The patent introduces an intelligent voice assistant as an intermediary between the user and the service representative. The voice assistant provides contextual information about the user, their account, and the document before the call is connected, enabling the representative to understand the user's situation without requiring the user to explain everything from scratch. This mediator approach reduces user frustration by pre-establishing context while maintaining detailed explanation capabilities.
2Adaptability or versatility
If users navigate through automated phone trees to reach representatives, then they can access specific departments, but they waste time answering predetermined questions
Solution Approach 1:
The system performs preliminary actions by having the voice assistant gather and transmit contextual information about the user and their account before the representative is connected. This pre-action eliminates the need for the user to answer predetermined routing questions, as the system already knows which department and representative should be contacted based on the pre-collected data.
Solution Approach 2:
The voice assistant performs self-service by automatically navigating the phone tree and connecting the user to the appropriate representative without requiring user intervention. The system independently handles the routing process using pre-collected contextual information, freeing the user from the time-consuming task of answering multiple predetermined questions.
3Loss of information
If representatives explain documents verbally over the phone, then they can provide detailed information, but the conversation becomes frustrating due to inability to show document locations
Solution Approach 1:
The voice assistant serves as an intermediary that bridges the gap between the representative and the user during the call. It provides real-time contextual information and can even display document sections on the user's device, enabling the representative to point to specific locations in the document rather than describing them verbally, thus improving communication effectiveness while maintaining detailed explanation capabilities.
4Adaptability or versatility
If representatives lack context about user state and environment, then they can maintain simple interactions, but they struggle to provide appropriate assistance
Solution Approach 1:
The voice assistant performs preliminary actions by collecting and transmitting contextual information about the user's state, environment, and account before the representative is connected. This pre-action ensures that the representative receives comprehensive context about the user situation, enabling them to provide appropriate and reliable assistance while maintaining simple interaction patterns.
Solution Approach 2:
The system implements feedback mechanisms where the voice assistant continuously monitors and transmits updates about the user's situation and environment to the representative during the call. This feedback loop ensures that the representative has real-time context about the user's state and can adjust their assistance accordingly, improving reliability while keeping interactions straightforward.
Data Source
AI summary
A system and method for providing an audible explanation of documents upon request is disclosed. The system and method use an intelligent voice assistant that can receive audible requests for document explanations. The intelligent voice assistant can retrieve document summary information and provide an audible response explaining key points of the document.