System and method for presenting information from different applications in an integrated manner

Abstract

Disclosed is a method of providing information to a user in an integrated presentation system. The method includes controlling to output, in a graphical user interface (GUI), a list including one or more users that match first identification information based on receiving user identification information; receiving a selection of a first user from among the one or more users in the list output on the GUI; sending a plurality of parameters to a server, the plurality of parameters including first information corresponding to a first application, second information corresponding to a second application, and third information corresponding to one or more identification parameters of the selected first user; receiving first data associated with the first user from the first application and receiving second data associated with the first user from the second application; and controlling to output the first data and the second data in an integrated manner in the GUI.

Description

[Technical Field]

[0001] SUMMARY The present disclosure relates to systems and methods for presenting information from different applications in an integrated manner. [Background technology]

[0002]

[0003] Multiple applications may be hosted and deployed in a particular ecosystem (or system), such as a cloud platform for enterprises or businesses in various industries, to provide various services to customers. For example, in the telecommunications industry, customers may contact customer agents of the enterprises or businesses with inquiries or questions regarding issues related to the services provided by the enterprises or businesses. In this case, the customer agents need to quickly and efficiently answer the customer inquiries or resolve the issues raised by the customers to satisfy the customers.

[0003] In related art systems in industries such as the telecommunications industry, agents must review various customer information, such as network usage, billing, and device views, to answer customer inquiries or resolve customer-raised issues. However, various customer information may need to be retrieved from different data sources (e.g., different third-party vendors). As a result, agents must log in separately to access multiple systems or applications to gather customer information, which slows down the process and makes it time-consuming. Summary of the Invention [Means for solving the problem]

[0004] According to one or more embodiments, systems and methods are provided that enable agents to access and search customer information in a real-time, user-friendly manner by integrating information from multiple data sources in a single view. Thus, the systems and methods of the present disclosure can provide an improved search experience with multi-variable searches and provide remote support.

[0005] According to one aspect of the present disclosure, there is provided a method for providing information to a user in an integrated presentation system, the method including: based on receiving user identification information, controlling to output a list in a graphical user interface (GUI) including one or more users matching the user identification information; receiving a selection of a first user from the one or more users in the list output on the GUI; sending a plurality of parameters to a server, the plurality of parameters including first information corresponding to a first application, second information corresponding to a second application, and third information corresponding to one or more identification parameters of the selected first user; receiving first data associated with the first user from the first application and second data associated with the first user from the second application; and controlling to output the first data and the second data in an integrated manner in the GUI.

[0006] The method further includes controlling to output the first data and the second data in a selectable manner in the GUI, receiving a selection of at least one of the first data or the second data, receiving at least one of first additional detail information corresponding to the first data associated with the first user from the first application or second additional detail information corresponding to the second data associated with the first user from the second application, and controlling to output at least one of the first additional detail information or the second additional detail information in the GUI.

[0007] The first application can correspond to a first data source that stores first service information related to a first service associated with the first user, and the second application can correspond to a second data source that stores second service information related to a second service associated with the first user.

[0008] The first application may correspond to a first external server that stores first service information related to a first service associated with the first user, and the second application may correspond to a second external server that stores second service information related to a second service associated with the first user.

[0009] The method may further include controlling both the first data and the second data to be displayed in a single pane.

[0010] According to another aspect of the present disclosure, there is provided an integrated presentation system for providing information to a user, the integrated presentation system including: a memory that stores instructions; and at least one processor configured to execute the instructions to: control, based on receiving user identification information, outputting a list in a graphical user interface (GUI) including one or more users that match the user identification information; receiving a selection of a first user from the one or more users in the list outputted on the GUI; sending a plurality of parameters to a server, the plurality of parameters including first information corresponding to a first application, second information corresponding to a second application, and third information corresponding to one or more identification parameters of the selected first user; receiving first data associated with the first user from the first application and second data associated with the first user from the second application; and controlling output of the first data and the second data in an integrated manner in the GUI.

[0011] The at least one processor may be further configured to execute instructions to control output of the first data and the second data in a selectable manner in the GUI; receive a selection of at least one of the first data or the second data; receive at least one of first additional details from the first application corresponding to the first data associated with the first user or second additional details from the second application corresponding to the second data associated with the first user; and control output of at least one of the first additional details or the second additional details in the GUI.

[0012] The first application can correspond to a first data source that stores first service information related to a first service associated with the first user, and the second application can correspond to a second data source that stores second service information related to a second service associated with the first user.

[0013] The first application may correspond to a first external server that stores first service information related to a first service associated with the first user, and the second application may correspond to a second external server that stores second service information related to a second service associated with the first user.

[0014] The at least one processor may be further configured to execute instructions to control display of both the first data and the second data in a single pane.

[0015] According to another aspect of the present disclosure, a method for providing information to a user in an integrated presentation system includes receiving, from an application server, a plurality of parameters including first information corresponding to a first application, second information corresponding to a second application, and third information corresponding to one or more identification parameters of a user; obtaining, from a database, first authentication information and a first destination address based on the first information; obtaining, from the database, second authentication information and a second destination address based on the second information; and sending a first request to a first server corresponding to the first application based on the first destination address, wherein the first request includes the first authentication information and the second authentication information and the second destination address of the user. and first metadata generated based on a first identification parameter of the one or more identification parameters of the user; sending a second request to a second server corresponding to a second application based on a second destination address, the second request including second authentication information and second metadata generated based on a second identification parameter of the one or more identification parameters of the user; receiving first data associated with the user from the first server; receiving second data associated with the user from the second server; and controlling output of the first data and the second data to the application server.

[0016] The first identification parameter and the second identification parameter may be the same.

[0017] The first server can store first service information related to a first service associated with the user, and the second server can store second service information related to a second service associated with the user.

[0018] The first server can be a first external server that stores first service information related to a first service associated with the user, and the second server can be a second external server that stores second service information related to a second service associated with the user.

[0019] The method may further include, before sending the second request to the second server, receiving first data associated with the user from the first server and obtaining a second identification parameter from the first data, wherein the second metadata is generated based on the second identification parameter different from the first identification parameter.

[0020] According to another aspect of the present disclosure, a server for providing information to a user includes a memory storing instructions; and at least one processor executing the instructions to receive, from an application server, a plurality of parameters including first information corresponding to a first application, second information corresponding to a second application, and third information corresponding to one or more identification parameters of a user; obtain first authentication information and a first destination address based on the first information; obtain second authentication information and a second destination address based on the second information; and send a first request to a first server corresponding to the first application based on the first destination address, wherein the first request includes the first authentication information and one or more identification parameters of the user. and at least one processor configured to: send a request to a second server corresponding to a second application based on a second destination address, the second request including second authentication information and first metadata generated based on a first identification parameter of the plurality of identification parameters of the user; receive first data associated with the user from the first server; receive second data associated with the user from the second server; and output the first data and the second data to the application server.

[0021] The first identification parameter and the second identification parameter may be the same.

[0022] The first server can store first service information related to a first service associated with the user, and the second server can store second service information related to a second service associated with the user.

[0023] The first server can be a first external server that stores first service information related to a first service associated with the user, and the second server can be a second external server that stores second service information related to a second service associated with the user.

[0024] The at least one processor may be further configured to execute instructions to receive first data associated with the user from the first server and obtain a second identification parameter from the first data before sending the second request to the second server, wherein the second metadata is generated based on the second identification parameter different from the first identification parameter.

[0025] The features, advantages, and significance of exemplary embodiments of the present disclosure are described below with reference to the accompanying drawings, in which like reference numerals refer to like elements. [Brief explanation of the drawings]

[0026] [Figure 1] 1 is a flowchart of an exemplary process for presenting information from different applications in an integrated manner on a platform, according to an exemplary embodiment.

[0027] [Figure 2] FIG. 1 is a diagram of an example environment in which the systems and / or methods described herein may be implemented.

[0028] [Figure 3] FIG. 2 is a diagram of exemplary components of a device in accordance with an exemplary embodiment.

[0029] [Figure 4] 1 is a flowchart of an exemplary process for fetching information from different applications to be presented in an integrated manner, according to an exemplary embodiment.

[0030] [Figure 5A] FIG. 1 illustrates a prior art customer information presentation system. [Figure 5B] FIG. 1 illustrates a customer information presentation system in accordance with an illustrative embodiment.

[0031] [Figure 6A] FIG. 10 illustrates an exemplary UI screen for searching for a user, according to an exemplary embodiment. [Figure 6B] FIG. 10 illustrates an exemplary UI screen for searching for a user, according to an exemplary embodiment.

[0032] [Figure 7A] FIG. 10 illustrates an exemplary screen where customer information is provided in an integrated manner, according to an exemplary embodiment. [Figure 7B] FIG. 10 illustrates an exemplary screen where customer information is provided in an integrated manner, according to an exemplary embodiment. [Figure 7C] FIG. 10 illustrates an exemplary screen where customer information is provided in an integrated manner, according to an exemplary embodiment. [Figure 7D] FIG. 10 illustrates an exemplary screen where customer information is provided in an integrated manner, according to an exemplary embodiment. [Figure 7E] FIG. 10 illustrates an exemplary screen where customer information is provided in an integrated manner, according to an exemplary embodiment. [Figure 7F] FIG. 10 illustrates an exemplary screen where customer information is provided in an integrated manner, according to an exemplary embodiment. [Figure 7G] FIG. 10 illustrates an exemplary screen where customer information is provided in an integrated manner, according to an exemplary embodiment.

[0033] [Figure 8] 4 is a flowchart of an exemplary process in a system according to an exemplary embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0034] The following detailed description of the exemplary embodiments refers to the accompanying drawings, in which the same reference numbers in different drawings may identify the same or similar elements.

[0035] The foregoing disclosure provides illustration and description, but is not intended to be exhaustive or to limit implementations to the precise form disclosed. Modifications and variations are possible in light of the above disclosure or may be acquired from practice of implementations. Moreover, one or more features or components of one embodiment may be incorporated into or combined with another embodiment (or one or more features of another embodiment). Furthermore, in the flowcharts and operational descriptions provided below, it is understood that one or more operations may be omitted, one or more operations may be added, one or more operations may be performed (at least partially) concurrently, and the order of one or more operations may be swapped.

[0036] It will be apparent that the systems and / or methods described herein may be implemented in different forms of hardware, firmware, or a combination of hardware and software. The actual specialized control hardware or software code used to implement these systems and / or methods is not limiting of the implementation. Thus, the operation and behavior of the systems and / or methods are described herein without reference to specific software code. It will be understood that software and hardware can be designed to implement the systems and / or methods based on the description herein.

[0037] Although particular combinations of features are recited in the claims and / or disclosed herein, these combinations are not intended to limit the disclosure of possible implementations. Indeed, many of these features can be combined in ways not specifically recited in the claims and / or disclosed herein. Although each dependent claim listed below may depend directly on only one claim, the disclosure of possible implementations includes each dependent claim in combination with every other claim in the claim set.

[0038] No element, act, or instruction used herein should be construed as critical or required unless explicitly stated as such. Also, as used herein, the articles "a" and "an" are intended to include one or more items and may be used interchangeably with "one or more." Where only one item is intended, the term "one" or similar language is used. Also, as used herein, terms such as "has," "have," "having," "include," and "including" are intended to be open-ended terms. Furthermore, the phrase "based on" is intended to mean "based at least in part on," unless expressly stated otherwise. Furthermore, phrases such as "at least one of [A] and [B]" or "at least one of [A] or [B]" should be understood to include A only, B only, or both A and B.

[0039] Exemplary embodiments of the present disclosure provide a method and system in which a global variable is defined within a platform and configured for automatic transfer of its value from one open screen of an application to another open screen of a different application. As a result, human error and time costs in entering information into user input fields in an application interface are eliminated. Furthermore, transferring information directly between open application screens eliminates the need to connect to a back-end database, thereby saving network resources and bandwidth.

[0040] FIG. 1 is a flowchart of an exemplary process for presenting information from different applications in an integrated manner on a platform, according to an exemplary embodiment. Here, a platform may refer to an application platform that hosts, communicates with, and / or deploys multiple applications. For example, the application platform may be a cloud platform including one or more servers on which one or more applications are deployed. In this case, the application platform may be a cloud platform for a particular business or enterprise, where applications are deployed for use by the business's employees and / or customers (e.g., applications for the business's daily operations, processing or entering sales information, communicating with customers, troubleshooting, etc.). Furthermore, the platform and the applications therein may be built, hosted, and deployed according to a microservices architecture. Applications within the application platform are configured to output or expose data. According to an exemplary embodiment, the application platform may be built to communicate with various applications. According to an exemplary embodiment, the various applications may be applications deployed on external servers. According to an exemplary embodiment, the various applications may be third-party applications deployed on external servers.

[0041] Referring to FIG. 1 , in operation S110, user identification information may be received by the platform. According to an exemplary embodiment, a first screen of a first application opened on the platform is output for display. For example, the first screen may be output for display on a display unit of a terminal device. According to an exemplary embodiment, the terminal device can access the first application via a network, such as through a web browser. According to another embodiment, the first screen may be displayed on the same device that stores and executes the first application. According to an exemplary embodiment, the terminal device may be used by an agent or employee of a particular business or enterprise, and the first application is deployed for use by the business agent or employee. According to an exemplary embodiment, the first application may be used while communicating with a user (e.g., a customer) for troubleshooting, answering inquiries, addressing problems, etc.

[0042] Hereinafter, a screen (or execution screen) may refer to a particular user interface screen or page of an application, and an output or displayed screen may be an instance of a screen. As a non-limiting example, the first application may be a customer account application that includes a screen (e.g., a first screen) that displays a field for searching for a customer account, as shown by way of example in FIG. 6A.

[0043] According to an exemplary embodiment, in operation S110, a user (e.g., a customer agent) may input user identification information received by the platform. According to an exemplary embodiment, an application server executing the first application may receive the user identification information input by the customer agent to search for a user. According to an exemplary embodiment, the user identification information may include at least the following parameters: first name, last name, mobile phone number, email address, account number, email address, etc. However, the present disclosure is not limited thereto, and thus other types of user identification information may be input to search for a user. According to an exemplary embodiment, two or more parameters may be input together as user identification information used to search for a user.

[0044] In operation S120, the first application may output a list including one or more users matching the received user identification information based on the received user identification information. According to an exemplary embodiment, an application server executing the first application may search a database to retrieve users matching the received user identification information. According to an exemplary embodiment, the first application (e.g., an application server or a processor executing the first application) may control a display unit to display a second screen including a list of one or more users. An instance of the screen (e.g., outputting the second screen) may correspond to and include information of one or more users, as shown by way of example in FIG. 6B. According to an exemplary embodiment, the list of users may include active customers, inactive customers, potential customers, or other individuals registered on the platform.

[0045] At operation S130, the first application may receive a selection of a first user (e.g., a first customer) from one or more users in the list output on the screen. At operation S140, the first application may send a plurality of parameters to the server to fetch data corresponding to the first user. According to an exemplary embodiment, the first application may communicate with the server using an API (Application Programming Interface). According to an exemplary embodiment, the server may be a gateway server configured to communicate and fetch data corresponding to the first user from various data sources. The various data sources may correspond to different applications and / or services associated with the first user. According to an exemplary embodiment, the different applications and / or services associated with the first user may include external third-party vendors or internal applications within the platform. According to an exemplary embodiment, the plurality of parameters may include information corresponding to the second application, information corresponding to the third application, and information corresponding to one or more identification parameters of the selected first user. According to an exemplary embodiment, the information corresponding to the second application and the information corresponding to the third application may be sent to the gateway server simultaneously. According to an exemplary embodiment, the information corresponding to the second application and the information corresponding to the third application may be sent sequentially to the gateway server.

[0046] At operation S150, the first application may receive first data associated with the first user from the second application. According to an exemplary embodiment, the first data may be fetched or retrieved from a first data source associated with the second application. Also, according to an exemplary embodiment, second data associated with the first user may be received from a third application. According to an exemplary embodiment, the second data may be fetched or retrieved from a second data source associated with the third application. A detailed description regarding features and / or operations of the gateway server, according to an exemplary embodiment, is provided below with reference to FIG. 4.

[0047] At operation S160, the first application may output the first data and the second data in an integrated manner to a third screen. In one or more embodiments, the third screen may be output and displayed in a single pane window containing the first data and the second data in an integrated manner. According to exemplary embodiments, the first data and the second data may be displayed in a tiled, side-by-side, or non-overlapping manner. Furthermore, both the first data and the second data may be displayed within the same tab of a browser window. In exemplary embodiments in which the second and third applications are deployed in a microservices architecture, the first data and the second data may be, for example, micro-frontends of the same microservices domain (a model in which a cluster of different data entities and processes corresponds to or controls a particular critical functional area).

[0048] According to one aspect of the present disclosure as shown in accordance with the exemplary embodiment of Figure 1, instead of an agent having to log into multiple systems, various data (e.g., first data and second data) from different data sources are provided in an integrated manner in one single view, thereby minimizing input errors, reducing time (and corresponding computing resources, such as power) consumption, improving user convenience, and saving network resources.

[0049] 2 is a diagram of an example environment 200 in which the systems and / or methods described herein may be implemented. As shown in FIG. 2, environment 200 may include a user device 210, a platform 220, and a network 230. The devices in environment 200 may be interconnected via wired connections, wireless connections, or a combination of wired and wireless connections. In an embodiment, any of the functions and operations described with reference to FIG. 1 above may be performed by any combination of elements shown in FIG. 2.

[0050] User device 210 includes one or more devices capable of receiving, generating, storing, processing, and / or providing information related to platform 220. For example, user device 210 may include a computing device (e.g., a desktop computer, a laptop computer, a tablet computer, a handheld computer, a smart speaker, a server, etc.), a mobile phone (e.g., a smartphone, a wireless phone, etc.), a wearable device (e.g., smart glasses or a smart watch), or similar device. In some implementations, user device 210 may receive information from and / or transmit information to platform 220.

[0051] Platform 220 includes one or more devices capable of receiving, generating, storing, processing, and / or providing information. In some implementations, platform 220 may include a cloud server or a group of cloud servers. In some implementations, platform 220 may be designed to be modular, such that particular software components can be swapped in or out depending on particular needs. Thus, platform 220 may be easily and / or quickly reconfigured for different uses.

[0052] In some implementations, as shown, platform 220 may be hosted in a cloud computing environment 222. In particular, although the implementations described herein describe platform 220 as being hosted within cloud computing environment 222, in some implementations platform 220 may not be cloud-based (i.e., may be implemented outside of a cloud computing environment) or may be partially cloud-based.

[0053] Cloud computing environment 222 includes an environment that hosts platform 220. Cloud computing environment 222 can provide services such as computation, software, data access, storage, etc. that do not require end-user (e.g., user device 210) knowledge of the physical location and configuration of the systems and / or devices that host platform 220. As shown, cloud computing environment 222 can include a group of computing resources 224 (collectively referred to as “computing resources 224” and individually referred to as “computing resource 224”).

[0054] Computing resources 224 include one or more personal computers, clusters of computing devices, workstation computers, server devices, or other types of computing and / or communication devices. In some implementations, computing resources 224 can host platform 220. Cloud resources may include compute instances running within computing resources 224, storage devices provided within computing resources 224, data transfer devices provided by computing resources 224, etc. In some implementations, computing resources 224 can communicate with other computing resources 224 via wired connections, wireless connections, or a combination of wired and wireless connections.

[0055] As further shown in FIG. 2, computing resources 224 include a group of cloud resources such as one or more applications (“APP”) 224-1, one or more virtual machines (“VM”) 224-2, virtualized storage (“VS”) 224-3, and one or more hypervisors (“HYP”) 224-4.

[0056] Application 224-1 includes one or more software applications that can be provided or accessed by user device 210. Application 224-1 can eliminate the need for a software application to be installed and run on user device 210. For example, application 224-1 can include software associated with platform 220 and / or any other software that can be provided via cloud computing environment 222. In some implementations, one application 224-1 can send information to or receive information from one or more other applications 224-1 via virtual machine 224-2.

[0057] Virtual machine 224-2 includes a software-implemented machine (e.g., a computer) that executes programs like a physical machine. Virtual machine 224-2 can be either a system virtual machine or a process virtual machine, depending on the application and the degree to which virtual machine 224-2 matches an actual machine. A system virtual machine can provide a complete system platform that supports the execution of a complete operating system (“OS”). A process virtual machine can execute a single program and support a single process. In some implementations, virtual machine 224-2 may run on behalf of a user (e.g., user device 210) and manage the infrastructure of cloud computing environment 222, such as data management, synchronization, or long-term data transfer.

[0058] Virtualized storage 224-3 includes one or more storage systems and / or one or more devices that use virtualization technology within the storage systems or devices of computing resources 224. In some implementations, in the context of storage systems, types of virtualization may include block virtualization and file virtualization. Block virtualization may refer to the abstraction (or separation) of logical storage from physical storage such that the storage system can be accessed regardless of the physical storage or heterogeneous structure. The separation may allow administrators flexibility in how they manage the storage system for end users. File virtualization can eliminate the dependency between data accessed at the file level and where the file is physically stored. This may enable optimization of storage usage, server consolidation, and / or performance of non-disruptive file movement.

[0059] Hypervisor 224-4 may provide hardware virtualization technology that allows multiple operating systems (e.g., "guest operating systems") to run simultaneously on a host computer, such as computing resource 224. Hypervisor 224-4 may present a virtual operating platform to the guest operating systems and may manage the execution of the guest operating systems. Multiple instances of different operating systems may share virtualized hardware resources.

[0060] Network 230 may include one or more wired and / or wireless networks. For example, network 230 may include a cellular network (e.g., a fifth-generation (5G) network, a long-term evolution (LTE) network, a third-generation (3G) network, a code division multiple access (CDMA) network, etc.), a public land mobile network (PLMN), a local area network (LAN), a wide area network (WAN), a metropolitan area network (MAN), a telephone network (e.g., a public switched telephone network (PSTN)), a private network, an ad hoc network, an intranet, the Internet, an optical fiber-based network, etc., and / or a combination of these or other types of networks.

[0061] The number and arrangement of devices and networks shown in Figure 2 are provided as an example. In practice, there may be additional devices and / or networks, fewer devices and / or networks, different devices and / or networks, or devices and / or networks arranged differently from those shown in Figure 2. Furthermore, two or more devices shown in Figure 2 may be implemented within a single device, or a single device shown in Figure 2 may be implemented as multiple distributed devices. Additionally or alternatively, a set of devices (e.g., one or more devices) of environment 200 may perform one or more functions that are described as being performed by another set of devices in environment 200.

[0062] 3 is a diagram of example components of device 300. Device 300 may correspond to user device 210 and / or platform 220. As shown in FIG. 3, device 300 may include a bus 310, a processor 320, a memory 330, a storage component 340, an input component 350, an output component 360, and a communication interface 370.

[0063] The bus 310 includes components that enable communication between the components of the device 300. The processor 320 may be implemented in hardware, firmware, or a combination of hardware and software. The processor 320 may be a central processing unit (CPU), a graphics processing unit (GPU), an accelerated processing unit (APU), a microprocessor, a microcontroller, a digital signal processor (DSP), a field programmable gate array (FPGA), an application specific integrated circuit (ASIC), or another type of processing component. In some implementations, the processor 320 includes one or more processors that can be programmed to perform functions. The memory 330 includes random access memory (RAM), read-only memory (ROM), and / or another type of dynamic or static storage device (e.g., flash memory, magnetic memory, and / or optical memory) that stores information and / or instructions for use by the processor 320.

[0064] Storage component 340 stores information and / or software related to the operation and use of device 300. For example, storage component 340 may include a hard disk (e.g., a magnetic disk, optical disk, magneto-optical disk, and / or solid-state disk), a compact disk (CD), a digital versatile disk (DVD), a floppy disk, a cartridge, magnetic tape, and / or another type of non-transitory computer-readable medium, along with a corresponding drive. Input component 350 includes components that enable device 300 to receive information, such as via user input (e.g., a touchscreen display, a keyboard, a keypad, a mouse, buttons, switches, and / or a microphone). Additionally or alternatively, input component 350 may include sensors for sensing information (e.g., a global positioning system (GPS) component, an accelerometer, a gyroscope, and / or an actuator). Output component 360 includes components that provide output information from device 300 (e.g., a display, a speaker, and / or one or more light-emitting diodes (LEDs)).

[0065] Communications interface 370 includes transceiver-like components (e.g., a transceiver and / or a separate receiver and transmitter) that enable device 300 to communicate with other devices, such as via a wired connection, a wireless connection, or a combination of wired and wireless connections. Communications interface 370 may enable device 300 to receive information from and / or provide information to another device. For example, communications interface 370 may include an Ethernet interface, an optical interface, a coaxial interface, an infrared interface, a radio frequency (RF) interface, a universal serial bus (USB) interface, a Wi-Fi interface, a cellular network interface, etc.

[0066] Device 300 may perform one or more processes described herein. Device 300 may perform these processes in response to processor 320 executing software instructions stored by a non-transitory computer-readable medium, such as memory 330 and / or storage component 340. A computer-readable medium is defined herein as a non-transitory memory device. A memory device includes memory space within a single physical storage device or memory space spread across multiple physical storage devices.

[0067] Software instructions may be loaded into memory 330 and / or storage component 340 from another computer-readable medium or from another device via communications interface 370. When executed, the software instructions stored in memory 330 and / or storage component 340 may cause processor 320 to perform one or more of the processes described herein.

[0068] Additionally or alternatively, hardwired circuitry may be used in place of or in combination with software instructions to implement one or more processes described herein. Thus, implementations described herein are not limited to any specific combination of hardware circuitry and software.

[0069] The number and arrangement of components shown in Figure 3 are provided as an example. In practice, device 300 may include additional, fewer, different, or differently arranged components than those shown in Figure 3. Additionally or alternatively, a set of components (e.g., one or more components) of device 300 may include: One or more of the functions described as being performed by different sets of components of device 300 may be performed.

[0070] In an embodiment, any one of the operations or processes of FIG. 1 may be implemented by or using any one of the elements shown in FIGS. 2-3.

[0071] 4 is a flowchart of an exemplary process for fetching information from different applications to be presented in an integrated manner, according to an exemplary embodiment. For example, the method illustrated in FIG. 4 may correspond to the acts occurring between act S140 and act S150 of FIG. 1.

[0072] 4, at operation S410, the server may receive a plurality of parameters from an application server. For example, the server may be a gateway server that receives a plurality of parameters from a first application. The plurality of parameters may be parameters sent by the first application at operation S140. According to an exemplary embodiment, the plurality of parameters may include information corresponding to the second application, information corresponding to the third application, and information corresponding to one or more identification parameters of the user.

[0073] At operation S420, the server may retrieve, from the database, first authentication information and a first destination address based on information corresponding to the second application. According to an exemplary embodiment, the database may store authentication information, destination addresses, and application and / or service identifiers associated with each other. For example, the database may store, for each application or service, a unique identifier name, an endpoint value, and authorization information associated with each other. According to an exemplary embodiment, one or more of the applications or services may correspond to a third-party vendor that provides services to users. However, the present disclosure is not limited in this regard, and thus, according to another exemplary embodiment, one or more of the applications or services may correspond to applications provided in-house by a business or enterprise.

[0074] According to an exemplary embodiment, the endpoint value may be an IP address of a data source corresponding to the application or service. The IP address may be a destination address. According to an exemplary embodiment, the authorization information may be provided in advance by a provider of the application or service. For example, a vendor may provide authentication information to access and retrieve data from the vendor's external database.

[0075] In operation S430, the server may obtain, from the database, second authentication information and a second destination address based on the information corresponding to the third application.

[0076] At operation S440, the server may send a first request to a first external server corresponding to the second application based on the first destination address, the first request including first authentication information and first metadata generated based on a first identification parameter of the one or more identification parameters of the user.

[0077] At operation S450, the server may send a second request to a second external server corresponding to a third application based on the second destination address, the second request including second authentication information and second metadata generated based on a second identification parameter of the one or more identification parameters of the user. According to an exemplary embodiment, the first identification parameter and the second identification parameter are identical.

[0078] At operation S460, the server may receive first data associated with the user from a first external server, and at operation S470, the server may receive second data associated with the user from a second external server.

[0079] In operation S480, the server may transmit the first data and the second data to the application server. According to an example embodiment, the transmitted first data and the second data may correspond to the first data and the second data received in operation S150.

[0080] According to an exemplary embodiment, the first external server can store first service information related to a first service associated with a user, and the second external server can store second service information related to a second service associated with the user. According to an exemplary embodiment, the first external server is a first external server that stores first service information related to a first service associated with a first user, and the second server is a second external server that stores second service information related to a second service associated with the user.

[0081] According to an exemplary embodiment, the order of operations S420-S470 is not limited to that illustrated in FIG. 4. For example, according to an exemplary embodiment, receiving first data associated with the user from a first external server during operation may occur before sending the second request to the second server. In this case, the second identification parameter may be obtained from the first data. Also, according to an exemplary embodiment, the second metadata may be generated based on a second identification parameter different from the first identification parameter.

[0082] FIG. 5A illustrates a prior art customer information presentation system, and FIG. 5B illustrates a customer information presentation system according to an exemplary embodiment. As shown in FIG. 5A, in order to access various customer information of a user (or customer), an agent must log into multiple systems to retrieve the various customer information. Thus, due to accessing multiple systems or applications, the agent must face multiple challenges, which makes the process more time-consuming, the user experience more tedious, and delays the resolution of the customer inquiry / problem. The various customer information can include, but is not limited to, information related to networks, devices, documents, or social media, in-flight, text and email services, etc.

[0083] Compared to the prior art system of FIG. 5A, FIG. 5B illustrates an improved system for obtaining customer information according to an exemplary embodiment. For example, according to one or more exemplary embodiments of the present disclosure, the system allows agents to access and collect customer information from various data sources through a single view pane, with all customer information sourced through real-time searches. For example, instead of logging into multiple systems, the system according to the exemplary embodiment provides all customer information related to a customer from various vendors in one single view. According to the exemplary embodiment, the integration of information from multiple vendors and all necessary customer details and interactions related to networks, billing, and devices into one single view can be further enhanced by analytics and algorithms. Thus, the method and system of the present disclosure provides a smooth, user-friendly process that avoids the cumbersome and time-consuming approach of prior art systems. Furthermore, given the streamlined and integrated approach of the system according to the exemplary embodiment, system resources can be utilized efficiently.

[0084] 6A and 6B show exemplary UI screens for searching for a user, according to an exemplary embodiment. As shown in FIG. 6A, any of the following inputs can be used as parameters for searching for a customer: first name, last name, mobile phone number, email address, customer account number, etc. However, the present disclosure is not limited thereto, and thus other information can be used to search for a customer.

[0085] According to an exemplary embodiment, one or more users matching the parameters entered in Figure 6A may be displayed in a list as shown in Figure 6B. According to an exemplary embodiment, filters may be applied to the list to further drill down. For example, according to an exemplary embodiment, the list may be sorted or filtered based on whether the user is an active customer. According to another exemplary embodiment, the list may be sorted or filtered based on whether the user is currently on a call with an agent assisting the user.

[0086] 7A-7G show example screens in which customer information is provided in an integrated manner, according to an example embodiment.

[0087] Referring to Figure 7A, in accordance with an exemplary embodiment, a customer 360° view can be created with all necessary customer details, such as, but not limited to, billing and device information, further enhanced with analytics and algorithms to investigate and handle customer issues and inquiries. Figure 7A shows a graphical user interface (GUI) screen in which usage and service related information, network related information, and device and settings related information are displayed in an integrated manner on a single viewing window.

[0088] According to an exemplary embodiment, the system can capture real-time individual network experiences and retrieve mobile service integration tool experiences and scores powered by data analytics and algorithms to visualize and provide a better customer network experience. Thus, the system may be able to resolve customer inquiries faster using AI-assisted decision trees and suggest possible answers to customer support agents. Furthermore, post-mortem analysis of the decision trees can help customer support agents resolve inquiry processing flows and identify key network issues.

[0089] According to an exemplary embodiment, the following information can be integrated: For example, based on services such as Operation Support System (OSS) or Business Support System (BSS), basic customer information such as customer name, email ID, address, mobile number, category, account number, mobile line and CASA associated with the customer can be retrieved and displayed in an integrated manner.

[0090] According to an exemplary embodiment, customer billing and payment details can be retrieved and displayed in a consolidated manner based on mobile line service provider.

[0091] According to an exemplary embodiment, based on the network service provider, customer network details in the form of coverage, data, voice, and video scores and service timelines can be retrieved and displayed in an integrated manner. Data consumed by customers can also be visualized along with coverage and VVM (Voice, Video, Multimedia) details.

[0092] According to an exemplary embodiment, based on a network monitoring service provider, device information is fetched and displayed using the IMSI-IMEI of the device along with SIM details associated with the device.

[0093] According to an exemplary embodiment, the social media status of the customer device is fetched based on the social media service provider. For example, the status can be expressed based on the following conditions: If logged in = true, the user is online If logged in = false, the user is logged out If First Login = 0, the user has never logged in

[0094] According to an exemplary embodiment, customer points and membership ranks can be fetched and displayed based on the membership service provider. Customers can be categorized based on the rank they receive, such as Regular, Silver, Gold, Platinum, or Diamond.

[0095] 7B-7E, the GUI screens show details of different tabs of the integrated GUI shown in FIG. 7A. However, the present disclosure is not limited thereto, and thus various other information may be presented in various other formats.

[0096] For example, Figure 7B shows a Billing tab that displays details about customer billing information, Figures 7C and 7D show an Interactions tab that displays details about customer interaction information, and Figure 7E shows a Documents tab that displays details about documents submitted by customers.

[0097] FIG. 7F shows a GUI screen with an SMS or Call tab that allows the customer agent to text and call the user directly from the integrated display shown in FIG. 7A.

[0098] 7G illustrates a GUI screen in which a user's geographic location information can be provided to enhance customer support. For example, according to an exemplary embodiment, the system can capture real-time customer network experience with GIS-based analysis by visualizing active, planned, and outage site information with network coverage for providing geographic location-based customer support. The system can also visualize real-time customer feedback and complaints based on submitted Rich Communication Services (RCS) in-app feedback combined with geographic location data in a GIS map for network improvement based on actual customer feedback.

[0099] FIG. 8 is a flowchart of an exemplary process in a system according to an exemplary embodiment.

[0100] According to an example embodiment, a user request can first be authenticated and authorized using an authentication server (i.e., Keycloak), after which the service layer can establish a connection to fetch data from a vendor API (i.e., a third-party service).

[0101] In particular, as shown in FIG. 8 , according to an exemplary embodiment, a user may enter login or authentication information into an application running on a terminal device. According to an exemplary embodiment, the user may be an agent or employee of a particular business or enterprise, and the application is deployed on the terminal device for use by the agent or employee of the business. According to an exemplary embodiment, the application communicates with an application server that provides the login or authentication information to an authentication server. According to an exemplary embodiment, the authentication server may be an FS server. According to an exemplary embodiment, the authentication server may further communicate with a database to access the authentication information to authenticate the user. According to an exemplary embodiment, the authentication server may have the authentication information stored internally or in external storage to perform the authentication. For example, the authentication server may access a data store to retrieve the authentication information and perform the authentication. According to an exemplary embodiment, the data store may provide or return a token to the authentication server, which may then return the token to the application server to authenticate the user. However, the present disclosure is not limited in this respect, and thus the authentication server may authenticate the user in different manners.

[0102] According to exemplary embodiments, after a user is authenticated, the user can request customer information. According to exemplary embodiments, the user can request customer information from an external server via an application. According to exemplary embodiments, the user can request customer information from a third-party vendor via an application. That is, according to exemplary embodiments, the external third-party server may be a third-party vendor's server. According to exemplary embodiments, the application can send an API request to receive customer information from the vendor server via an application server. According to exemplary embodiments, the API request or data request may be forwarded to the service layer via a gateway layer and / or a REST controller. However, the present disclosure is not limited in this respect, and therefore other layers and / or network devices may be provided between the authentication server and the service layer.

[0103] According to an exemplary embodiment, the service layer can establish a connection to fetch data from a vendor API (third-party service). According to an exemplary embodiment, the service layer can access one or more external servers or third-party services and retrieve authentication information to establish a connection with each of the one or more external servers or one or more third-party services. For example, the service layer can retrieve unique and separate authentication information to establish a connection with each of the one or more third-party services. For example, the unique and separate authentication information can provide access to each of the databases of the third-party services to retrieve data. According to an exemplary embodiment, the service layer can retrieve the authentication information from the database through a data access object (DAO) layer. According to an exemplary embodiment, the authentication information can include data for executing application logic and / or business logic to retrieve customer information. For example, the authentication information can include an endpoint value, such as an IP address, of a data source corresponding to an application or service (i.e., a third-party service or a vendor service).

[0104] However, the present disclosure is not limited in this respect, and thus, according to an example embodiment, another component or device within the network may retrieve authentication information to access one or more of the third-party services. For example, a gateway server may retrieve authentication information for each of multiple vendor services.

[0105] According to an example embodiment, the service layer can use the authentication information to establish a separate connection with one or more of the third-party applications or services and retrieve customer information from the third-party applications or services. According to an example embodiment, the retrieved customer information is sent to the application and displayed on a UI screen of the application on the terminal device. According to an example embodiment, the retrieved information may be sent to the application via one or more of the service layer, a REST controller, a gateway layer, and an application service. However, the present disclosure is not limited in this respect, and thus other network devices may be provided between the application and the third-party services or applications.

[0106] According to an exemplary embodiment, application screens can automatically retrieve and populate customer information field values ​​directly from a vendor server, thereby eliminating the need for the application to store customer information in a local database, thereby conserving resources and maintaining security and privacy.

[0107] The foregoing disclosure provides illustration and description, but is not intended to be exhaustive or to limit implementations to the precise forms disclosed. Modifications and variations are possible in light of the above disclosure or may be acquired from practice of the implementations.

[0108] Some embodiments may relate to systems, methods, and / or computer-readable media at any possible level of technical detail. Furthermore, one or more of the above components described above may be implemented as instructions stored on a computer-readable medium and executable by at least one processor (and / or may include at least one processor). The computer-readable medium may include a computer-readable non-transitory storage medium (or media) having computer-readable program instructions for causing a processor to perform operations.

[0109] A computer-readable storage medium may be a tangible device capable of retaining and storing instructions for use by an instruction-execution device. A computer-readable storage medium may be, for example, but is not limited to, an electronic storage device, a magnetic storage device, an optical storage device, an electromagnetic storage device, a semiconductor storage device, or any suitable combination of the foregoing. A non-exhaustive list of more specific examples of computer-readable storage media includes portable computer diskettes, hard disks, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), static random access memory (SRAM), portable compact disc read-only memory (CD-ROM), digital versatile disc (DVD), memory stick, floppy disk, mechanically encoded devices such as punch cards or ridge-in-groove structures with instructions recorded thereon, and any suitable combination of the foregoing. Computer-readable storage media, as used herein, should not be construed as a transitory signal per se, such as radio waves or other freely propagating electromagnetic waves, electromagnetic waves propagating through a waveguide or other transmission medium (e.g., light pulses passing through a fiber optic cable), or electrical signals transmitted through wires.

[0110] The computer-readable program instructions described herein may be downloaded from a computer-readable storage medium to each computing / processing device or to an external computer or storage device via a network, such as the Internet, a local area network, a wide area network, and / or a wireless network. The network may include copper transmission cables, optical transmission fiber, wireless transmission, routers, firewalls, switches, gateway computers, and / or edge servers. A network adapter card or network interface in each computing / processing device receives the computer-readable program instructions from the network and forwards the computer-readable program instructions for storage in a computer-readable storage medium in the respective computing / processing device.

[0111] The computer-readable program code / instructions for carrying out operations may be either source code or object code written in any combination of one or more programming languages, including assembler instructions, instruction set architecture (ISA) instructions, machine instructions, machine-dependent instructions, microcode, firmware instructions, state setting data, configuration data for integrated circuits, or object-oriented programming languages ​​such as Smalltalk, C++, and procedural programming languages ​​such as the "C" programming language or similar programming languages. The computer-readable program instructions may execute entirely on the user's computer, partially on the user's computer, as a stand-alone software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the latter scenario, the remote computer may be connected to the user's computer via any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., via the Internet using an Internet Service Provider). In some embodiments, electronic circuitry including, for example, a programmable logic circuit, a field programmable gate array (FPGA), or a programmable logic array (PLA) can execute computer-readable program instructions by utilizing state information of the computer-readable program instructions to personalize the electronic circuitry to perform aspects or operations.

[0112] These computer-readable program instructions may be provided to a processor of a general-purpose computer, a special-purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute on the processor of the computer or other programmable data processing apparatus, create means for implementing the functions / acts specified in one or more blocks of the flowcharts and / or block diagrams. These computer-readable program instructions may also be stored on a computer-readable storage medium, such that the computer-readable storage medium on which the instructions are stored comprises an article of manufacture including instructions that implement aspects of the functions / acts specified in one or more blocks of the flowcharts and / or block diagrams, and can direct a computer, programmable data processing apparatus, and / or other device, or combination thereof, to function in a particular manner.

[0113] The computer-readable program instructions may also be loaded into a computer, other programmable data processing apparatus, or other device to cause the computer, other programmable apparatus, or other device to perform a series of operational steps to generate a computer-implemented process, such that the instructions executing on the computer, other programmable apparatus, or other device perform the functions / acts specified in one or more blocks of the flowcharts and / or block diagrams.

[0114] The flowcharts and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer-readable media according to various embodiments. In this regard, each block in the flowcharts or block diagrams may represent a module, segment, or portion of instructions, including one or more executable instructions for implementing the specified logical function(s). The methods, computer systems, and computer-readable media may include additional, fewer, different, or differently arranged blocks than those shown in the figures. In some alternative implementations, the functions noted in the blocks may occur out of the order noted in the figures. For example, two blocks shown in succession may actually be executed concurrently or substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending on the functionality involved. It should also be noted that each block in the block diagrams and / or flowchart diagrams, and combinations of blocks in the block diagrams and / or flowchart diagrams, may be implemented by a dedicated hardware-based system that performs the specified functions or operations or executes a combination of dedicated hardware and computer instructions.

[0115] It will be apparent that the systems and / or methods described herein may be implemented in different forms of hardware, firmware, or a combination of hardware and software. The actual dedicated control hardware or software code used to implement these systems and / or methods is not intended to limit the implementation. Thus, the operation and behavior of the systems and / or methods are described herein without reference to specific software code, and it will be understood that software and hardware can be designed to implement the systems and / or methods based on the description herein.

Claims

1. 1. A method of providing information to a user in an integrated presentation system, comprising: Based on receiving the user identification information, controlling to output a list in a graphical user interface (GUI) including one or more users that match the user identification information; receiving a selection of a first user from among the one or more users in the list output on the GUI; sending a plurality of parameters to a server, wherein the plurality of parameters include first information corresponding to a first application, second information corresponding to a second application, and third information corresponding to one or more identification parameters of the selected first user, wherein the first information is information for inquiring about first authentication information and a first destination address of the first application, the second information is information for inquiring about second authentication information and a second destination address of the second application, and the third information is information for identifying the first user in the first application and the second application, respectively; receiving first data associated with the first user from the first application and second data associated with the first user from the second application; and controlling the first data and the second data to be output in an integrated manner on the GUI; A method comprising:

2. controlling the first data and the second data to be output in a selectable manner on the GUI; receiving a selection of at least one of the first data or the second data; receiving at least one of first additional details from the first application corresponding to the first data associated with the first user or second additional details from the second application corresponding to the second data associated with the first user; and The method further includes controlling the GUI to output at least one of the first additional detailed information or the second additional detailed information. The method of claim 1.

3. the first application corresponds to a first data source that stores first service information related to a first service associated with the first user; the second application corresponds to a second data source that stores second service information related to a second service associated with the first user; The method of claim 1.

4. the first application corresponds to a first external server that stores first service information related to a first service associated with the first user; the second application corresponds to a second external server that stores second service information related to a second service associated with the first user; The method of claim 1.

5. and controlling the display of both the first data and the second data in a single pane. The method of claim 1.

6. 1. An integrated presentation system for providing information to a user, comprising: a memory for storing instructions; At least one processor executing the instructions to: Based on receiving the user identification information, controlling to output a list in a graphical user interface (GUI) including one or more users that match the user identification information; receiving a selection of a first user from among the one or more users in the list output on the GUI; sending a plurality of parameters to a server, wherein the plurality of parameters include first information corresponding to a first application, second information corresponding to a second application, and third information corresponding to one or more identification parameters of the selected first user, wherein the first information is information for inquiring about first authentication information and a first destination address of the first application, the second information is information for inquiring about second authentication information and a second destination address of the second application, and the third information is information for identifying the first user in the first application and the second application, respectively; receiving first data associated with the first user from the first application and second data associated with the first user from the second application; and controlling the first data and the second data to be output in an integrated manner on the GUI; at least one processor configured to execute An integrated presentation system comprising:

7. The at least one processor executes the instructions to controlling the first data and the second data to be output in a selectable manner on the GUI; receiving a selection of at least one of the first data or the second data; receiving at least one of first additional details from the first application corresponding to the first data associated with the first user or second additional details from the second application corresponding to the second data associated with the first user; and controlling the GUI to output at least one of the first additional detailed information or the second additional detailed information; further configured to perform The integrated presentation system of claim 6.

8. the first application corresponds to a first data source that stores first service information related to a first service associated with the first user; the second application corresponds to a second data source that stores second service information related to a second service associated with the first user; The integrated presentation system of claim 6.

9. the first application corresponds to a first external server that stores first service information related to a first service associated with the first user; the second application corresponds to a second external server that stores second service information related to a second service associated with the first user; The integrated presentation system of claim 6.

10. the at least one processor is further configured to execute the instructions to control display of both the first data and the second data in a single pane. The integrated presentation system of claim 6.

11. 1. A method of providing information to a user in an integrated presentation system, comprising: receiving, from the application server, a plurality of parameters including first information corresponding to the first application, second information corresponding to the second application, and third information corresponding to one or more identification parameters of the user; obtaining, from a database, first authentication information and a first destination address based on the first information; obtaining second authentication information and a second destination address from the database based on the second information; sending a first request to a first server corresponding to the first application based on the first destination address, wherein the first request includes the first authentication information and first metadata generated based on a first identification parameter of the one or more identification parameters of the user; sending a second request to a second server corresponding to the second application based on the second destination address, wherein the second request includes the second authentication information and second metadata generated based on a second identification parameter of the one or more identification parameters of the user; receiving first data associated with the user from the first server; receiving second data associated with the user from the second server; and controlling the first data and the second data to be output to an application server; A method comprising:

12. the first identification parameter and the second identification parameter are identical; The method of claim 11.

13. the first server stores first service information related to a first service associated with the user; the second server stores second service information related to a second service associated with the user; The method of claim 11.

14. the first server is a first external server that stores first service information related to a first service associated with the user; the second server is a second external server that stores second service information related to a second service associated with the user; The method of claim 11.

15. receiving the first data associated with the user from the first server before sending the second request to the second server; and obtaining the second identification parameter from the first data; further comprising the second metadata is generated based on the second identification parameter, the second identification parameter being different from the first identification parameter; The method of claim 11.

16. A server for providing information to a user, a memory for storing instructions; At least one processor executing the instructions to: receiving, from the application server, a plurality of parameters including first information corresponding to the first application, second information corresponding to the second application, and third information corresponding to one or more identification parameters of the user; obtaining first authentication information and a first destination address based on the first information; obtaining second authentication information and a second destination address based on the second information; sending a first request to a first server corresponding to the first application based on the first destination address, wherein the first request includes the first authentication information and first metadata generated based on a first identification parameter of the one or more identification parameters of the user; sending a second request to a second server corresponding to the second application based on the second destination address, wherein the second request includes the second authentication information and second metadata generated based on a second identification parameter of the one or more identification parameters of the user; receiving first data associated with the user from the first server; receiving second data associated with the user from the second server; and outputting the first data and the second data to the application server; at least one processor configured to execute A server comprising:

17. the first identification parameter and the second identification parameter are identical; The server of claim 16.

18. the first server stores first service information related to a first service associated with the user; the second server stores second service information related to a second service associated with the user; The server of claim 16.

19. the first server is a first external server that stores first service information related to a first service associated with the user; the second server is a second external server that stores second service information related to a second service associated with the user; The server of claim 16.

20. The at least one processor executes the instructions to receiving the first data associated with the user from the first server before sending the second request to the second server; and obtaining the second identification parameter from the first data; and further configured to perform the second metadata is generated based on the second identification parameter, the second identification parameter being different from the first identification parameter; The server of claim 16.

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