PATENT TITLE / NAME

Method and apparatus for cognitive system training with incorporation of probability and uncertainty to achieve deterministic results

WHAT DOES THIS MEAN FOR OUR CLIENTS

For years, Swampfox has built our reputation not only for our industry leading contact center solutions, but also our expertise in cultivating unique customer experiences as consultants. With our newly Patented methodology for Intelligent Virtual Assistants, IVAs, our customers can trust us to transforming their legacy IVR systems to a new “How may I help you?” IVA approach. By allowing the end customer to explain their problems using their own words, appropriate resolutions can be found in a quick and frictionless way.

ASSOCIATED SWAMPFOX PRODUCT(S)

• Swampfox Intelligent Virtual Assistant™ (IVA): Uses Training Method to build Intelligent Virtual Assistants that can conversationally satisfy customer needs.
• Swampfox Intelligent Customer Experience™ (ICX/DRM): Uses Training Method to build intelligent Intent Capture dialogs to select amongst multiple resources.
• Swampfox Intelligent Greeting®: Uses the Training Method to understand and confirm intentions.

ABSTRACT

Swampfox understands that our clients have investments in existing processes to solve customer needs. Unfortunately, the ability to get to the “right” agent or the “right” application that will meet the customers intention has been locked behind “touch tone” menu-trees – or what our customers have sometimes called “voice mail jail.”

Whether the end customer requires access to billing, password reset, or an order status application, the Swampfox IVA approach provides a clean start, providing a better, more intuitive approach to engaging and meeting customer’s needs.

Swampfox’s new IVA approach begins by unlocking the investment of customer’s systems in two ways: by converting existing IVR/components, and by extending and delivering natural language virtual assistants for our customers. With this methodology,  Swampfox enables our customers to use a conversational cognitive engine to collect stated intentions from their end customers to determine what they are trying to accomplish (both voice channel or chat channels), regardless of whether they are starting from nothing, or starting with an existing set of intents or existing applications.

These cognitive engines provide customers with the ability to more naturally interact with the applications rather than traditional “touch tone” menu trees. End Customers can speak in their own words what they are trying to accomplish and reach resolution more quickly.

Swampfox also incorporates Intelligent Greetings to make the customer experience even more effortless by predicting the reason a customer may be calling and confirming their intention. Based on the information available or other customer attributes, Swampfox uses information about the customer to determine possible intents to announce.

As an example, consider a customer who has an outstanding support ticket on their account. Swampfox will prompt the customer with “Thank you for calling, in your own words please tell me how I can assist you. I can understand things like ‘I want to check on my ticket’ or ‘I want to pay my bill’.” This “nudges” a customer to engage by using relevant options even when the customer doesn’t know the capabilities of the virtual assistant. 

For every intent, an associated self-service application or routing decision can be made once it is determined from the customer’s request. Our methodology trains the cognitive engine to use the intent from the collected customer utterances, by assigning each intent to associated phrases of the various ways a customer may try to accomplish each intent. Swampfox has been officially awarded a patent on our unique methodology to collect, analyze and determine sets of phrases that map it to appropriate intents or tasks that the customer would like to accomplish.

Swampfox also provides the technology behind the Virtual Assistant to handle routing to the appropriate resource, whether its a self-service Virtual Assistant, existing IVR, chatbot, chat agent, in-house or outsourcers agent, all to ensure the customer’s need is resolved as quickly as possible.

To read more detail about the newly patented approach to developing an IVA, please follow the link below to read the associated patent.

LINK TO PATENT