AI Message Routing for Dynamic Endpoint Channel Selection

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Solution Overview

Problem

Existing bot scripts struggle with efficiently processing dynamic and complex data across multiple environments, leading to inefficiencies and undue burden on processing resources due to incorrect message routing and load imbalance.

Innovation Solution

Implementing artificial intelligence and machine learning techniques to enhance bot accuracy in routing communications, allowing for dynamic switching between bots and terminal devices, and autonomously processing tasks across various environments.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Extent of automation

If traditional bot scripts are used to process communications, then automation is achieved, but routing accuracy deteriorates and load imbalance increases

Engineering Contradiction:

ImproveautomationVSAvoidrouting accuracy

Core Design Contradiction:

Extent of automationVSReliability

Solution Approach 1:

The patent introduces an AI-based intermediary component that sits between the incoming communication and the bot script execution. This AI intermediary analyzes the communication content, determines user intent, and intelligently routes the communication to the appropriate bot or terminal device, thereby maintaining automation while significantly improving routing accuracy and reducing load imbalance on servers.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Ease of operation

If bot scripts are configured to detect target outcomes, then task management capability is provided, but configuration complexity increases and efficiency decreases

Engineering Contradiction:

Improvetask management capabilityVSAvoidconfiguration complexity

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The patent enables the bot system to perform self-service through AI-driven automatic configuration. The AI analyzes communication patterns and automatically configures bot scripts to detect target outcomes without requiring manual configuration by operators. This reduces configuration complexity while maintaining full task management capability, as the system adapts and configures itself based on observed data.

Inventive Principle:

Principle #25Self-service

3Adaptability or versatility

If bot scripts process tasks across multiple environments, then versatility is improved, but processing efficiency deteriorates due to resource burden

Engineering Contradiction:

Improvemulti-environment processing capabilityVSAvoidprocessing efficiency

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The patent segments the processing workload by introducing an AI-based routing layer that divides incoming communications into different categories and routes them to specialized bot scripts or terminal devices optimized for specific environments. This segmentation allows the system to maintain versatility across multiple environments while improving processing efficiency, as each segment is handled by the most appropriate resource rather than forcing all tasks through a single bot script path.

Inventive Principle:

Principle #1Segmentation

Data Source

PatentEP3928478B1Dynamic text message processing implementing endpoint communication channel selection

Publication Date: 2025.12.31 LIVEPERSON INC

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AI summary

The present disclosure relates generally to providing a concierge service to handle a wide variety of topics and user intents via a text messaging interface. The concierge service can be part of a connection management system that can dynamically manage and facilitate natural language conversations between a user making a request or providing an instruction and one or more endpoints for the purposes of fulfilling the request or instruction.