Media — User Intent-Based Tool Orchestration for Media Support

Overview

The primary purpose of this DAG is to streamline the orchestration of tools utilized in response to user requests within the media industry. By leveraging classified user intents and interaction histories, it triggers actions in Customer Relationship Management (CRM) and IT Service Management (ITSM) systems, ensuring that user inquiries are addressed promptly and accurately. The data sources for this DAG include intent classification outputs, historical interaction logs, and compliance checks.

The primary purpose of this DAG is to streamline the orchestration of tools utilized in response to user requests within the media industry. By leveraging classified user intents and interaction histories, it triggers actions in Customer Relationship Management (CRM) and IT Service Management (ITSM) systems, ensuring that user inquiries are addressed promptly and accurately. The data sources for this DAG include intent classification outputs, historical interaction logs, and compliance checks. The ingestion pipeline begins with the collection of intent classifications from user interactions, followed by the retrieval of historical data to provide context for each request. The processing steps involve analyzing the classified intents, determining the appropriate tools to deploy, and executing actions within the CRM and ITSM systems. Quality controls are implemented to ensure that all actions comply with established security protocols and access policies, safeguarding sensitive information. The outputs of this DAG include resolved user requests, action logs for compliance auditing, and performance metrics. Monitoring is conducted through key performance indicators (KPIs) such as first contact resolution rate, user satisfaction scores, and system response times, which provide insights into the effectiveness of the orchestration process. In summary, this DAG not only enhances operational efficiency but also improves user experience by ensuring timely and accurate responses to inquiries, ultimately driving higher user satisfaction and loyalty in the media sector.

Part of the AI Assistants & Contact Center solution for the Media industry.

Use cases

• Reduces response time to user inquiries significantly
• Increases first contact resolution rates for better efficiency
• Enhances user satisfaction through timely support
• Improves compliance with regulatory access policies
• Streamlines operations across media support channels