Voice Bot Call Processing With Data-Channel Handoff
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Solution Overview
Problem
Excessive waiting times on call queues due to increased voice calls initiated by digital agents or bots, leading to inefficient use of bandwidth and resources.
Innovation Solution
Transitioning calls handled by digital agents to non-voice data channels like HTTP web services for communication, allowing bots to exchange information, and reverting to voice channels when human interaction is required, utilizing access tokens for authorization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If digital agents initiate service calls on behalf of users, then service automation and efficiency are improved, but waiting times on call queues increase excessively
Solution Approach 1:
The patent introduces a bot-to-bot communication channel as an intermediary between digital agents and service representatives. This mediator allows automated bots to exchange information and resolve issues without entering the traditional voice call queue, thereby maintaining service automation efficiency while eliminating excessive waiting times for human agent interaction.
Solution Approach 2:
The patent segments the communication channel into two distinct paths: bot-to-bot data channel for automated interactions and voice channel for human interactions. This segmentation allows digital agent calls to be routed separately from human user calls, preventing automated traffic from increasing wait times in the human service queue while maintaining high productivity.
2Adaptability or versatility
If voice calls are used for digital agent communication, then full conversational capability is maintained, but bandwidth and system resources are wasted
Solution Approach 1:
The patent replaces the voice-based mechanical communication system with a data channel-based electronic communication system for bot-to-bot interactions. This substitution maintains full conversational capability through structured data exchange while dramatically reducing bandwidth and system resource consumption compared to voice call processing.
Solution Approach 2:
The patent changes the communication parameter from voice/audio format to structured data format for digital agent interactions. This parameter change enables efficient information exchange between bots while maintaining adaptability and versatility in handling various service scenarios, yet consumes significantly less bandwidth and resources.
3Loss of energy
If bot calls are handled separately from human calls, then resource efficiency is improved, but system complexity increases
Solution Approach 1:
The patent implements a universal call handling system that can process both voice calls and data channel communications through a single unified architecture. This multi-functional approach allows the system to handle bot-to-bot interactions and human voice calls with the same core infrastructure, improving resource efficiency while minimizing the increase in system complexity through standardized processing pathways.
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.