Voice-Controlled Contact Center Assistant for Administrative Automation

Solution Overview

Problem

Existing contact centers face challenges in efficiently managing and controlling operations, requiring time-consuming and costly training for administrative staff.

Innovation Solution

A contact center operation control assistant system that utilizes a virtual assistant executing on a smart device, integrated with a natural language understanding (NLU) platform and a fulfillment unit, to capture oral requests, identify intents, and invoke APIs to manage contact center operations via voice commands.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If traditional contact center management systems are used, then administrative staff can perform operations, but time-consuming and costly training is required

Engineering Contradiction:

Improveease of operationVSAvoidtraining time

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system enables self-service operation through voice commands and natural language processing. The virtual assistant automatically understands and executes administrative tasks without requiring users to undergo training on complex interfaces. The system serves itself by interpreting intent from spoken requests and autonomously invoking the necessary API operations.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces traditional mechanical interaction methods (keyboard, mouse, graphical interfaces) with voice-based acoustic input. This substitution eliminates the need for users to learn complex manual operations, as voice commands are more intuitive and require no specialized training.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Ease of operation

If traditional contact center management systems are used, then administrative staff can perform operations, but costly training is required

Engineering Contradiction:

Improveease of operationVSAvoidtraining cost

Core Design Contradiction:

Ease of operationVSLoss of energy

Solution Approach 1:

The system enables self-service operation through voice commands and natural language processing. The virtual assistant automatically understands and executes administrative tasks without requiring users to undergo training on complex interfaces. The system serves itself by interpreting intent from spoken requests and autonomously invoking the necessary API operations.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces traditional mechanical interaction methods (keyboard, mouse, graphical interfaces) with voice-based acoustic input. This substitution eliminates the need for users to learn complex manual operations, as voice commands are more intuitive and require no specialized training.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Productivity

If voice command system is implemented, then remote efficient management is enabled, but system complexity increases

Engineering Contradiction:

ImproveproductivityVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent introduces a virtual assistant as an intermediary layer between the user and the contact center platform. This mediator handles the complexity of API interactions, intent recognition, and operation execution, while presenting a simple voice-based interface to users. The intermediary absorbs the system complexity away from the end user.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The virtual assistant performs multiple functions including speech-to-text conversion, intent recognition, API invocation, and response synthesis. This multi-functional approach consolidates what would otherwise require multiple separate systems into a single universal interface, managing complexity through consolidation rather than proliferation of components.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS12210840B2Artificial intelligence based smart device for contact centers solutions

Publication Date: 2025.01.28 ACCENTURE GLOBAL SOLUTIONS LTD

AI summary

Methods, systems, and apparatus are provided for operating a contact center operation control assistant system. An oral request from a user is captured using a virtual assistant executing on a smart device. An intent of the oral request is identified using a natural language understanding (NLU) platform. A request to a contact center platform is generated by invoking an application programming interface (API) based on the identified intent. An API response is received from the contact center platform in response to the API request. The API response is packaged into a sentence and provided to the user of the smart device using the virtual assistant.