(19)
(11)EP 3 683 745 A1

(12)EUROPEAN PATENT APPLICATION

(43)Date of publication:
22.07.2020 Bulletin 2020/30

(21)Application number: 20152566.4

(22)Date of filing:  17.01.2020
(51)International Patent Classification (IPC): 
G06Q 10/06(2012.01)
G06Q 30/00(2012.01)
(84)Designated Contracting States:
AL AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HR HU IE IS IT LI LT LU LV MC MK MT NL NO PL PT RO RS SE SI SK SM TR
Designated Extension States:
BA ME
Designated Validation States:
KH MA MD TN

(30)Priority: 18.01.2019 US 201962794103 P

(71)Applicant: Verint Americas Inc.
Alpharetta, GA 30005 (US)

(72)Inventor:
  • BEAVER, Ian
    Spokane Valley, Washington 99216 (US)

(74)Representative: Bingham, Ian Mark 
The IP Asset Partnership Limited Prama House 267 Banbury Road
Oxford OX2 7HT
Oxford OX2 7HT (GB)

  


(54)IVA PERFORMANCE DASHBOARD AND INTERACTIVE MODEL AND METHOD


(57) Disclosed is a measure to collect and aggregate performance, sales, call center, custom KPI, and IVA data in order to construct a model of correlations and causations between metrics to provide a means to measure associated costs of improving performance metrics for use in an interactive planning model. The interactive planning model allows for allocating budget across performance metrics, leveraging correlations and multiple cost models. The information is provided via a dashboard of IVA performance metrics and allows for comparison of real time IVA performance metrics to target metrics set by the IVA owner and incorporating KPIs provided by the IVA owners.




Description

BACKGROUND



[0001] An Intelligent Virtual Assistant ("IVA") is "an engineered entity residing in software that interfaces with humans in a human way. This technology incorporates ... modern artificial intelligence projects to deliver full-fledged 'virtual identities' that converse with users." [1]. IVAs are commonly used for answering questions and task optimization as in the case of Apple's Siri, Microsoft's Cortana, or Google Now. However, many companies are deploying IVAs for efficient problem resolution and cost cutting in call centers and also as the first layer of technical and product support on websites [2]. At the present time many different software companies (close to two hundred, by analysts' estimates [3]) have created IVAs that reside on corporate web pages or otherwise are embedded in advertising and selling efforts. Perhaps the largest gathering of such agents today exists on the Facebook Messenger platform. Through recent APIs provided by Facebook which made creating and deploying agents simple, the number of live "messenger bots," as they are known, has eclipsed 100,000 [4].

[0002] In these business domains, IVA accuracy and efficiency directly impacts customer experience and greatly reduces the company support costs. In one case study [5], a Fortune 50 insurance company saw a 29% reduction in live chat volume within five months of deploying an IVA on their website. Domino's Pizza reported that product order time was reduced by 50% when it was done through their IVA [6]. IVAs are so effective that analysts predict that human contact center agents will be completely replaced by IVAs by 2026 [7, 8].

BRIEF SUMMARY OF THE DISCLOSURE



[0003] Accordingly, the present invention is directed to IVA performance dashboard and interactive model and method that obviates one or more of the problems due to limitations and disadvantages of the related art.

[0004] In accordance with the purpose(s) of this invention, as embodied and broadly described herein, this invention, in one aspect, relates to a graphical user interface including a plurality of display elements displayed on a computing device, the plurality of display elements representing metrics of key performance indicators (KPIs) of an intelligent virtual assistant (IVA), the metrics including a first metric and a second metric, and values of each of the plurality of elements representing aggregated historical data for IVAs of a respective one of the KPIs; each of the plurality of displayed elements adjustable by interaction of a user interacting with the displayed element via the interactive screen; and the first metric being correlated to the second metric such that adjusting a value of a first of the displayed elements representing the first metric causes a change in a value of a second of the displayed elements, wherein the second of the displayed elements represents the second metric.

[0005] In another aspect, the invention relates to a method of providing an interactive analysis tool for modeling budget for IVA development across performance metrics. The method includes displaying in a graphical user interface of a computing device a plurality of display elements, the plurality of display elements representing metrics of key performance indicators (KPIs) of an intelligent virtual assistant (IVA), the metrics including a first metric and a second metric, and values of each of the plurality of elements representing aggregated historical data for IVAs of a respective one of the adjusting at least one of the plurality of displayed elements by the user interacting with the at least one of the plurality of displayed elements via the graphical user interface; and displaying a dynamic performance model of the IVA defined by the plurality of display elements such that adjusting a value of a first of the displayed elements representing the first metric causes a change in a value of a second of the displayed elements, where the second of the displayed elements represents the second metric.

[0006] Additional advantages of the invention will be set forth in part in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention. The advantages of the invention will be realized and attained by means of the elements and combinations particularly pointed out in the appended claims. It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.

[0007] Further embodiments, features, and advantages of the IVA performance dashboard and interactive model and method, as well as the structure and operation of the various embodiments of the IVA performance dashboard and interactive model and method, are described in detail below with reference to the accompanying drawings.

[0008] #It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only, and are not restrictive of the invention as claimed.

BRIEF DESCRIPTION OF THE DRAWINGS



[0009] The accompanying figures, which are incorporated herein and form part of the specification, illustrate an Intelligent Virtual Assistant ("IVA") Performance Dashboard and Interactive Model and Method according to principles described herein. Together with the description, the figures further serve to explain the principles of the IVA performance dashboard and interactive model described herein and thereby enable a person skilled in the pertinent art to make and use the IVA performance dashboard and interactive model.

FIG. 1 illustrates an interactive dashboard allowing for adjusting cost and/or performance indicators and viewing changes in correlated performance indicators.

FIG. 2 illustrates an interactive dashboard with a fixed cost allowing for adjusting performance indicators and viewing changes in correlated performance indicators.

FIG. 3 illustrates an interactive dashboard allowing comparison/overlay of actual performance over desired performance.


DETAILED DESCRIPTION



[0010] Reference will now be made in detail to embodiments of the IVA performance dashboard and interactive model in a graphical user interface with reference to the accompanying figures The same reference numbers in different drawings may identify the same or similar elements.

[0011] It will be apparent to those skilled in the art that various modifications and variations can be made in the present invention without departing from the spirit or scope of the invention. Thus, it is intended that the present invention cover the modifications and variations of this invention provided they come within the scope of the appended claims and their equivalents.

Natural Language Understanding



[0012] IVAs can be implemented in a multitude of ways, but common to all is a component for Natural Language Understanding (NLU), which is used for the translation of user inputs into a semantic representation [9, 10, 11]. Regardless of the means in which the user is interacting with the IVA (keyboard, speech, gestures, etc.), the user input is first converted into text or a numerical feature representation and fed into the NLU for analysis. The NLU maps user inputs, or conversational turns, to a derived semantic representation commonly known as the user intention or simply intent. In the context of Natural Language Processing, intent is an interpretation of a statement or question that allows one to formulate the 'best' response to the statement. The collection syntax, semantics, and grammar rules that defines how input language maps to an intent within the NLU is referred to as a language model (LM). The NLU may perform pre-processing steps such as part-of-speech tagging, stemming, and entity identification (such as proper names or dates) before feeding the text into the language model. Each of these parsers may be trained through machine learning methods or manually constructed by human experts. In order to discover new terms to add to the IVAs knowledge, we monitor several content streams. The first stream is trending topics in social media platforms. These may originate from Twitter, Facebook, Pinterest or similar sites where users are actively communicating around topics. As topics gain popularity, they begin to "trend" by rising to the top of the subjects or topics that people are communicating about.

[0013] For example, during the holiday season there are new products such as toys and electronic devices that are released to take advantage of the seasonal increase in consumer spending. Suppose one such product is a new smart phone device such as the Google Pixel. When the device is announced or released, there is a sudden emergence in conversations around the topic of the Pixel, where before the term was not related to the electronics domain at all, or may not have even existed if it is an original name. By monitoring trending topics we will observe a sudden appearance of an unknown term, or a term that is not previously associated to the context it appears in.

[0014] In a second example, suppose a tropical storm has appeared and is making landfall. Tropical storms are commonly named and if the storm is expected to have a large impact on a populated area many news sites and therefore social media sites will experience a sudden spike in conversations around this new name. For IVAs in the travel domain, it will be critical that these events are understood quickly as many travelers will begin to ask about disruptions caused by the storm.

[0015] Additional content streams can be customer e-mail and live chat transcripts, or any other form of customer to company communication channels. For weather occurrences, feeds such as the NOAA and Weather Channel can be monitored. News sites and aggregates of new feeds can also be ingested. From these sources without the construct of trends, terms can be counted over a sliding time window such as a day or week to create a set of trending terms.

[0016] Regardless of the source, when new terminology appears in trends we first consult the existing LM and data models used by the IVA. If the term is unknown to the LM it can indicate a potential to misunderstand users who talk to the IVA about that topic. Therefore it is important to monitor these unknown terms and include them in the LM when it has been determined that the IVA should in fact understand them.

Natural Language Generation



[0017] IVAs and other conversational agents rely on Natural Language Generation (NLG) techniques to respond to human users. NLG can be performed using a variety of techniques including but not limited to: static text, static templates rendered with dynamic variables, dynamically composed template or grammar fragments, or fully dynamic text generated by a model trained on domain specific transcripts or texts.

[0018] Multimodal interfaces in many websites and applications require responses to not only consist of text, but also web content, pictures, audio, video, and more. In some cases, the conversational agent may provide the information the user requested, but it is in a form that is either difficult to understand or too time consuming for the user to process. This can lead to the user restating their query in the hopes of getting a more concise response.

Escalations



[0019] If a human user is unable to perform a task using an IVA they may request to be transferred to a different party to complete their task. These transfers are known as escalations and may occur because of failures in communication or for business rules [12]. An example business rule would be in order to change the name on a plane ticket, the user must talk to a human operator and verify their identity. Only failure driven escalations are considered a negative performance indicator for IVAs.

Customer Feedback



[0020] When conversing with an IVA, there are several ways to gather customer feedback such as satisfaction surveys after the conversation is complete (CSAT) [13], asking users to rate each response from the IVA, and monitoring if people completed tasks they started such as purchasing a product they added to their cart or successfully resetting their password. These feedback mechanisms help businesses evaluate the quality of their customer experience and look for ways to improve the IVA.

Sentiment



[0021] Another important aspect of customer feedback regardless of channel is their sentiment about the topic. For example, if customers are upset they may use language and tone that will indicate this, even if they do not say outright that the issue is upsetting them. Sentiment analysis aims to identify the polarity (positive or negative) and intensity of certain texts in order to shed light on people's sentiments, perceptions, opinions, and beliefs about a particular product, service, scheme, etc. [14]. By applying sentiment analysis to customer service texts, it is possible to determine if a product or service is upsetting or satisfying customers and to what degree.

Key Performance Indicators



[0022] Companies may have several metrics they monitor their customer service department with. These metrics are referred to as key performance indicators and are used to measure the effectiveness of the customer service department as meeting company goals and initiatives. For an IVA these KPIs may be formulated to prevent customers from contacting more expensive channels such as live chat or call centers. Example KPIs for an IVA may be measuring call deflection, volume of customer engagement on a website, time to task resolution, or percentage of returning users. Other KPIs may be sales focused such as percentage of accounts that upgrade to premium service or number of completed product sales through the IVA assistance.

[0023] In order for a company to evaluate the benefits of implementing an IVA, particularly suited to KPIs of interest to a specific company. If a company wished to focus on the IVA to perform better in some or all functions, how will that performance affect cost and what other functions may suffer or be traded off for those better performing features?

[0024] In the present disclosure, an IVA customer service performance dashboard is presented in a graphical user interface that allows a user to interact with element displayed on the screen to cause changes in displayed elements as described herein. The mechanism of interaction, e.g., touch screen, mouse, keystroke, etc., is not limited hereby and any known means/mechanism of interaction is appropriate for the present application.

[0025] Elements displayed as part of the "dashboard" shown via the graphical user interface (screen) correspond to a model of interactions between the graphical elements and measures or indicators underlying the graphical elements. In the present dashboard, the graphical elements represent performance measure and/or costs or resources for developing, implementing or measuring the performance of an interactive voice assistant (IVA). Such dashboard is useful to analyze tradeoffs in IVA features and costs. By modeling the interactions between measures, an interactive model for IVA owners can be created to specify what performance characteristics they want from the IVA, with a clear understanding of the tradeoffs involved to obtain those goals. As the owner adjusts the desired performance characteristic in one area, the model will adjust any related measures automatically, allowing the owner to set realistic performance characteristics for the IVA designers to implement. In certain embodiments, a visual representation of tradeoffs is provided.

Methods



[0026] In order to construct a model of the interactions between different metrics data collected from various sources is aggregated. IVA metrics like intent volumes, "I Don't Know" ("IDK") rates, response complexities, and others are taken from IVA reporting databases. Metrics could include, for example, without limitation, understanding, responses, escalations, customer satisfaction, sentiment, and unknown terms. The user inputs can be analyzed for sentiment polarity and unknown terminology. Any external feedback mechanisms like surveys, Customer Satisfaction (CSAT) scores, or call center contacts can be pulled from contact center records associated to the IVA conversations. Social media channels can also be used to gather trending or unknown terminology. IVA development costs can be determined at various levels such as cost to add an intent, include new terminology, refactor or add responses, etc.

[0027] Once data is aggregated, multiple variable regression analysis can be done to determine any correlations between the different metrics of IVA performance. In addition, cost models can be constructed of the estimated cost to increase each of the metrics, such as the development improve a single KPI by some measurable amount. These cost models can be normalized across multiple IVAs to produce point level cost increases for each point level increase in a single performance metric.

[0028] Using these cost models combined with the regression analysis, we can construct an interactive model for the IVA performance such as the example shown in FIG. 1. In this model, when the IVA owner increases the cost metric on the right hand side, shown as the black arrow, the cost models are used to show the impact on the IVA performance metrics on the left hand side. Notice that by increasing IVA development expenditure, positive metrics such as IVA understanding and response quality will increase, while negative metrics such as IDK rate and escalations will decrease. The IVA development budget on the right hand column will control the maximum values for the performance metrics on the left. For example, if a company is only willing to spend seven cost points for IVA development, it may only be possible to reach nine performance points for IVA understanding, as increasing it further would require more cost than the company is willing to spend.

[0029] An interactive dashboard is helpful to a customer trying to make a decision about whether to buy or implement an IVA. The dashboard, once configured, can be used as a visual aid to show how increasing or decreasing cost can affect the various KPIs. The dashboard interactive interface is shown herein as a bar graph, and descriptions herein are made with respect to the features of a bar graph, but the dynamic dashboard interface is not limited to a bar graph. For example a line graph, pie chart or even numeric representation may be used to demonstrate the correlations between KPIs and cost, as described herein.

[0030] Referring to FIG. 1, the customer/IVA owner can set a cost allowance for IVA development on the far right. The cost setting sets the limits of possible performance for indicators on the left hand side. The dashboard may allow the customer to move the cost bar up and down such that movement of the cost bar will cause movement up and down in the various KPI bars on the left of the dashboard. That is, the IVA owner sets the Cost allowance for IVA development on the far right, which sets the limits of possible performance for all indicators on left hand side. The causal relationship between the KPIs and costs are based on relationships established using historical data, e.g., via regression analysis or the like. That is, the dashboard reflects the correlations between KPIs.

[0031] A regression analysis, for example, takes into account performance of known indicators. How the indicators are measured may be as they are measured in the art, e.g., counts or other measurement units, scores, values or the like. Regression analysis is applied to measurement or count data from historical IVA users/customers/callers/contacts or the like to determine if a value can predict other KPIs. A strength or coefficient relationship between two or more KPIs can be developed for a particular set of KPIs for an IVA, or IVAs for a specific use. The dashboard dynamic visual interface can then be programmed to implement that coefficient relationship for illustrated KPIs. That is, changes to a bar resulting from moving another bar are based on the strength relationships that are reflected in the coefficient relationships of the various KPIs.

[0032] For any of the KPIs, the cost bar may be fixed, thus removing cost as a variable in the calculations underlying the results displayed via the bar graph, and allowing the KPI relationships to drive the variability in the outcomes. So, for example, if a customer only wants to spend a certain amount on an IVA, and wishes to maximize performance of a key indicator, the variable bars in the bar chart will adjust to reflect what raising that maximized KPI will have on the other KPIs. For example, referring to FIG. 2, working under the set budget in the Cost column, IVA owner can reallocate budget to increase CSAT metric, which has an impact on the related metrics needed to meet that CSAT performance. For example, as illustrated in FIG. 2, cost can be fixed at 7 and understanding driven to a value of 9. The other variable can then be allowed to move to illustrate which KPIs will suffer because of the fixed costs and understanding emphasis. Max and min values (upper and lower bounds) for some or all of the KPIs will be set in the dashboard based upon the cost column value and then the KPIs can be individually or collectively adjusted and the movement/result in the unadjusted KPIs observed.

[0033] Such correlations may also reveal to a customer/IVA owner previously hidden relationships. For example, a customer may wish to minimize escalations, so set that parameter appropriately in the dashboard, but the level of CSAT may also be reduced, which might be a counterintuitive result that is revealed by the use of the dashboard. Such counterintuitive result may be because easy cases were not escalated and only difficult cases would reach a call center, where difficult cases may be likely to receive a low mark for customer satisfaction merely because the case is "difficult." Correlations revealed by the regression analysis thus can be readily seen and understood through use of the present innovative dashboard.

[0034] Once a cost limit is set, the IVA owner can determine how this cost will be allocated in the design and construction of the IVA. Using the regression models determined by live IVA data, the model can predict how resource allocations in one metric will impact the other metrics. In FIG. 2 we see the user can increase the customer satisfaction (CSAT) scores, shown as the black arrow, which causes increases in metrics that customer satisfaction is dependent on to increase. In this example, to increase CSAT scores, the IVA must have reduced IDK rates, reduced unknown terms, and reduced escalations. It must also have higher quality responses, and customer sentiment must improve. Notice understanding does not increase as it is already high and the customer has not set the cost ceiling on the right side high enough to allow spending more to improve IVA understanding capabilities. E.g., , the leftmost bar does not have an arrow as it is showing that not all changes to an indicator result in a change to a different indicator. In that example the understanding is already high enough that it cannot increase further unless the customer increased the cost bar to allow the understanding maximum value to increase.

[0035] Once the IVA owner has set their costs and how they want the cost allocated across all of the IVA performance metrics and their own KPIs, the IVA designers can do the development work necessary to reach those goals. Once the IVA is deployed, the performance of each metric can be monitored real time and compared against the IVA owner-defined performance distribution. This comparison can be shown in a dashboard to the IVA owner, indicating how far of the actual performance of the live IVA is from the targets they set using the model. An example of what this dashboard could look like is shown in FIG. 3. FIG. 3 illustrates "live" or current IVA performance measured against the desired performance specified by the IVA owner. Closer to red colors indicate metrics that are under- performing compared to the target, and closer to green colors indicate metrics that are performing close to targets.

[0036] That is, FIG. 3 real time measurement can be overlaid on original desired KPI and cost goals. And provide a "snap shot" of how well the prior bar chart predicted the outcome based on costs and provide a visual of where some KPIs are underperforming/overperforming versus expectation. The IVA design could be modified to adjust to more closely meet the expectations (or the expectations adjusted). In this example, the closer a metric is performing to the target, the more green it appears. The further from the target a metric is, the more red it appears. Colors in the visual representation can be set based on specific customer targets.

[0037] Accordingly, the system provides a to collect and aggregate performance, sales, call center, custom KPI, and IVA data in order to construct a model of correlations and causations between metrics.

[0038] Accordingly, the presently described system provides a means to measure associated costs of improving performance metrics for use in an interactive planning model. Also provided is an interactive planning model to allocate budget across performance metrics, leveraging correlations and multiple cost models. Similarly, the present dashboard provides a real time dashboard of IVA performance metrics as compared to target metrics set by the IVA owner and incorporating KPIs provided by the IVA owners.

[0039] Throughout this application, various publications, as listed below, may have been referenced. The disclosures of these publications in their entireties are hereby incorporated by reference into this application in order to more fully describe the state of the art to which this invention pertains.

References



[0040] 
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[0041] While various embodiments of the present invention have been described above, it should be understood that they have been presented by way of example only, and not limitation. It will be apparent to persons skilled in the relevant art that various changes in form and detail can be made therein without departing from the spirit and scope of the present invention. Thus, the breadth and scope of the present invention should not be limited by any of the above-described exemplary embodiments, but should be defined only in accordance with the following claims and their equivalents.


Claims

1. A graphical user interface, comprising:

a plurality of display elements displayed on a computing device, the plurality of display elements representing metrics of key performance indicators (KPIs) of an intelligent virtual assistant (IVA), the metrics including a first metric and a second metric, and values of each of the plurality of elements representing aggregated historical data for IVAs of a respective one of the

each of the plurality of displayed elements adjustable by interaction of a user interacting with the displayed element via the interactive screen; and

the first metric being correlated to the second metric such that adjusting a value of a first of the displayed elements representing the first metric causes a change in a value of a second of the displayed elements, wherein the second of the displayed elements represents the second metric.


 
2. The graphical user interface of claim 1, wherein at least one of the values of the plurality of display elements is fixed such that the KPI associated with that display element has a fixed value in the correlation between the first metric and the second metric and such fixed value is reflected in the metrics represented by the plurality of display elements.
 
3. The graphical user interface of any of the previous claims, further comprising a cost display element, the cost display element having a value representing aggregated historical development cost data for IVAs and correlated to at least one of the metrics of key performance indicators such that adjusting the value of the cost display element causes a change in a value of at least one of the key performance indicator values and upper and lower bounds of each KPI.
 
4. The graphical user interface of any of the previous claims, further comprising a cost display element, the cost display element having a value representing aggregated historical development cost data for IVAs and correlated to at least one of the metrics of key performance indicators such that adjusting the value of a display element representing that at least one of the metrics of key performance indicators causes a change in a value of the cost display element.
 
5. The graphical user interface of any of the previous claims, further comprising a graphical overlay, comprising performance display elements corresponding to the plurality of display elements and values of each of the performance display elements representing an actual performance metric of a respective KPI, the graphical overlay displayed over the plurality of display elements such that corresponding ones of the performance display elements are displayed corresponding to corresponding ones of the plurality of display elements.
 
6. The graphical user interface of any of the previous claims, wherein the KPIs include at least one of performance, sales, call center call center deflections, average handle time (AHT), customer engagement time, successful purchases, upsell/cross sell presentations, clicks, transactions, tickets closed, or other company or agency specific metrics.
 
7. The graphical user interface of any of the previous claims, wherein the first metric is correlated to the second metric based on regression analysis of historical IVA performance statistics.
 
8. The graphical user interface of any of the previous claims, wherein the plurality of display elements are present for display in one of a line graph, bar chart, pie chart and spreadsheet.
 
9. A method of providing an interactive analysis tool for modeling budget for IVA development across performance metrics, the method comprising:

displaying in a graphical user interface of a computing device a plurality of display elements, the plurality of display elements representing metrics of key performance indicators (KPIs) of an intelligent virtual assistant (IVA), the metrics including a first metric and a second metric, and values of each of the plurality of elements representing aggregated historical data for IVAs of a respective one of the

adjusting at least one of the plurality of displayed elements by the user interacting with the at least one of the plurality of displayed elements via the graphical user interface; and

displaying a dynamic performance model of the IVA defined by the plurality of display elements such that adjusting a value of a first of the displayed elements representing the first metric causes a change in a value of a second of the displayed elements, where the second of the displayed elements represents the second metric.


 
10. The method of claim 9, further comprising fixing at least one of the values of the plurality of display elements such that the KPI associated with that display element has a fixed value in the correlation between the first metric and the second metric and such fixed value is reflected in the metrics represented by the plurality of display elements.
 
11. The method of claim 9 or 10, further comprising displaying a cost display element in the graphical user interface, the cost display element having a value representing aggregated historical development cost data for IVAs and correlated to at least one of the metrics of key performance indicators such that adjusting the value of the cost display element causes a change in a value of at least one of the key performance indicators.
 
12. The method of any of claim 9, 10 or 11, further comprising displaying a cost display element in the graphical user interface, the cost display element having a value representing aggregated historical development cost data for IVAs and correlated to at least one of the metrics of key performance indicators such that adjusting the value of a display element representing that at least one of the metrics of key performance indicators causes a change in a value of the cost display element.
 
13. The method of any of claims 9-12, further comprising,
displaying a graphical overlay in the graphical user interface, the graphical overlay comprising performance display elements corresponding to the plurality of display elements and values of each of the performance display elements representing an actual performance metric of a respective KPI, wherein the graphical overlay is displayed over the plurality of display elements such that corresponding ones of the performance display elements are displayed corresponding to corresponding ones of the plurality of display elements.
 
14. The method of any of claims 9-13, wherein the KPIs include at least one of performance, sales, call center, call center deflections, average handle time (AHT), customer engagement time, successful purchases, upsell/cross sell presentations, clicks, transactions, tickets closed, or other company or agency specific metrics.
 
15. The method of any of claim 9-14, wherein the first metric is correlated to the second metric based on regression analysis of historical IVA performance statistics.
 




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Cited references

REFERENCES CITED IN THE DESCRIPTION



This list of references cited by the applicant is for the reader's convenience only. It does not form part of the European patent document. Even though great care has been taken in compiling the references, errors or omissions cannot be excluded and the EPO disclaims all liability in this regard.

Patent documents cited in the description




Non-patent literature cited in the description