Voice Bot Call Processing with Data-Channel Handoff
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing service calls initiated by digital agents or bots often result in excessive waiting times due to increased voice calls, necessitating improved techniques for handling such calls.
Innovation Solution
Transitioning calls involving digital agents to non-voice data channels like web services for communication, allowing bots to handle inquiries efficiently, and reverting to voice channels when human interaction is required, with data collected from the bot provided to human representatives.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If bot initiated calls are handled through voice channels, then human agents can provide assistance, but waiting times on call queues become excessive
Solution Approach 1:
An automated detection system acts as an intermediary between incoming calls and human agents. The system intercepts calls, detects whether they are bot-initiated through audio analysis, and routes them appropriately - either to bot-to-bot resolution or to human agents with pre-collected information, thereby reducing waiting times without compromising assistance quality
Solution Approach 2:
The system performs preliminary detection and classification of bot-initiated calls before they reach human agents. By analyzing audio characteristics in real-time and pre-collecting relevant information during the bot-to-bot phase, the system prepares the call context in advance, enabling faster human agent intervention when necessary and reducing overall waiting time
2Adaptability or versatility
If bot initiated calls are handled through voice channels, then human interaction is possible, but bandwidth usage increases
Solution Approach 1:
The system dynamically switches communication channels based on call type. Bot-to-bot calls are routed through data channels for efficient bandwidth usage, while calls requiring human intervention transition to voice channels. This dynamic adaptation optimizes bandwidth consumption while maintaining the necessary communication flexibility for different interaction scenarios
3Loss of energy
If bot-to-bot communication is implemented, then bandwidth is saved, but human agents may lack necessary information for resolution
Solution Approach 1:
The system implements a feedback mechanism where information collected during bot-to-bot communication is fed back to human agents when calls are transferred. The detection system captures relevant data, analyzes it, and provides a comprehensive summary to human agents, ensuring they have all necessary information for efficient resolution without requiring redundant data collection
Solution Approach 2:
Relevant information is collected and prepared in advance during the bot-to-bot communication phase. The system gathers call context, user information, and issue details before human agent involvement, so that when the call transfers to a human agent, all necessary information is already available, preventing information loss and enabling immediate effective assistance
Data Source
AI summary
Methods and systems are described for handling calls involving digital agents. Digital agents or assistants (e.g., bots) may initiate service calls on behalf of their user or handle full conversations with a service agent on behalf of their user. As described herein, if the system determines that the call is being handled by a digital agent, the call may transition to a non-voice service that can communicate with the digital agent. Communicating via a data channel such as a web service may save bandwidth and other resources. If the reason for the call cannot be resolved based on digital agent communication, the call may transition back to a voice call with human participants. Information collected from the digital agent may be provided to a human service representative if and when the session transitions back to a voice channel.