Application Builder Platform for Multi-Channel Interaction Sites
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Solution Overview
Problem
Current systems for developing multi-channel interaction applications lack efficiency in configuring and managing interaction sites across various communication channels, requiring developers to manually create and integrate multiple interaction flows, which is time-consuming and costly.
Innovation Solution
An application builder system that transmits instructions to configure interaction sites, allowing developers to select and configure interaction pages based on parameters, generating an interaction flow document that specifies a multi-step communication flow across multiple channels, including IVR, SMS, and email, using XML scripts.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If developers manually create and integrate multiple interaction flows for different communication channels, then each channel can be customized, but the development time and cost increase significantly
Solution Approach 1:
The system segments interaction flows into reusable templates that can be independently configured for different communication channels (voice, email, chat, SMS). Each channel's interaction flow is divided into modular templates that can be selected and combined, allowing developers to avoid manual creation of entire interaction sequences for each channel while maintaining customization capability.
Solution Approach 2:
The system enables developers to create interaction flow templates once and automatically copy/adapt them across multiple communication channels. The template-based approach allows the same interaction logic to be replicated across different channels with minimal modification, significantly reducing the time and effort required to develop multi-channel applications.
2Adaptability or versatility
If developers manually create and integrate multiple interaction flows for different communication channels, then each channel can be customized, but the development cost increases significantly
Solution Approach 1:
The system segments interaction flows into reusable templates that can be independently configured for different communication channels (voice, email, chat, SMS). Each channel's interaction flow is divided into modular templates that can be selected and combined, allowing developers to avoid manual creation of entire interaction sequences for each channel while maintaining customization capability.
Solution Approach 2:
The system creates universal interaction flow templates that can serve multiple communication channels simultaneously. A single template can be adapted for voice, email, chat, and SMS channels, allowing one development effort to produce multi-channel functionality and thereby reducing overall development cost while maintaining channel-specific customization.
3Productivity
If a unified interface is provided for configuring interaction sites across multiple channels, then development efficiency improves, but the system complexity increases
Solution Approach 1:
The system introduces a template selection interface as an intermediary layer between the developer and the complex multi-channel interaction flow configuration. Instead of exposing the full complexity of channel-specific configurations, the interface presents simplified template selections that automatically handle the underlying complexity, thereby improving developer productivity without requiring them to understand the complex system architecture.
Solution Approach 2:
The system uses template copying mechanisms where pre-defined interaction flow templates are automatically replicated and adapted across different communication channels. This copying approach hides the complexity of channel-specific implementations from the developer, who only needs to select and configure templates at a high level, thus improving productivity while managing system complexity through automation.
Data Source
AI summary
An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.