Multi-Channel Incident Handover Using Agent-Based Message Normalization
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Solution Overview
Problem
Existing computer system operations management solutions require team members to use the same communication channel or format, leading to inefficiencies and oversights in managing diverse communication channels, which can result in unnecessary work due to miscommunication during shift changes.
Innovation Solution
A system that configures agents to monitor multiple communication channels, convert communications to a central format, and extract incident data for consolidation and presentation to team members, ensuring seamless handovers and efficient incident management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If team members use the same communication channel or format, then communication consistency is improved, but the system cannot effectively manage diverse communication channels from multiple clients
Solution Approach 1:
The patent introduces an intermediary component (communication manager or translation layer) that receives messages from various communication channels in different formats and converts them into a standardized internal format. This mediator enables the system to maintain communication consistency internally while externally supporting diverse communication channels, thus resolving the contradiction between reliability and adaptability.
2Loss of information
If multiple communication channels are monitored, then information coverage is improved, but the complexity of managing and processing communications increases
Solution Approach 1:
The patent applies segmentation by dividing the communication management system into independent modules, each responsible for monitoring and processing a specific communication channel. Each module converts channel-specific messages into a standardized format, which are then aggregated by a central processing component. This segmentation reduces overall system complexity while maintaining comprehensive information coverage across multiple channels.
3Productivity
If incident data from multiple channels is consolidated, then shift handover efficiency is improved, but the time required to process and organize data increases
Solution Approach 1:
The patent implements preliminary action by automatically consolidating and organizing incident data from multiple communication channels into a standardized format during normal operations, before shift changes occur. This pre-processing ensures that when shifts change, the consolidated data is already prepared and organized, eliminating the need for manual compilation during handovers and thus improving efficiency without significant time loss.
Data Source
AI summary
An embodiment configures a first agent to monitor a first communication channel from a first client. An embodiment converts, by the first agent, a first communication to a central format, the first communication received via the first communication channel in a first format at a first time. An embodiment extracts, by the first agent, first incident data from the first communication. An embodiment extracts, from an incident database, by a central agent at a second time later than the first time, first client data including the first incident data.