Asynchronous Communication Switching for Retained Customer-Service Context
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Solution Overview
Problem
Current customer service platforms lack the ability to seamlessly switch between synchronous and asynchronous communication channels, leading to issues such as waiting on hold, lost context, and long delays, which affect customer experience and efficiency.
Innovation Solution
A system that enables selective use of synchronous and asynchronous text-based communication channels, maintaining context through an XMPP server that retains communication history and timestamps, allowing re-engagement with customers even when devices are disconnected.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If synchronous communication channels (voice, chat windows) are used, then real-time interaction is achieved, but customers experience waiting on hold, lost context, and must provide undivided attention to the representative
Solution Approach 1:
The system dynamically switches between synchronous and asynchronous communication modes based on real-time conditions. When a customer is unavailable or needs more time, the system automatically transitions from synchronous chat/voice to asynchronous messaging, allowing the customer to respond at their convenience while maintaining continuous communication context.
Solution Approach 2:
The system changes the communication parameter from real-time (synchronous) to time-flexible (asynchronous) by modifying the timing parameter of message exchange. This allows the same communication channel to adapt between immediate interaction and delayed response based on customer needs.
2Speed
If synchronous communication channels are used, then real-time interaction is achieved, but context (text history, timestamps) is lost when parties disconnect
Solution Approach 1:
The system maintains continuous context retention even when communication parties disconnect. The server preserves message history, timestamps, and conversation state between asynchronous messaging sessions, ensuring that context is not lost during connection interruptions or when parties go offline.
Solution Approach 2:
The server acts as an intermediary that stores and preserves communication context. Rather than relying solely on direct connection between parties, the server mediates by maintaining a persistent record of the conversation, which is retrieved and presented when parties reconnect or respond asynchronously.
3Ease of operation
If asynchronous communication channels (email) are used, then parties can communicate at varying time periods, but long delay times occur particularly when customers need fast answers
Solution Approach 1:
The system dynamically adjusts communication timing based on urgency and availability. When immediate response is needed and both parties are available, the system enables synchronous chat. When time flexibility is needed, it switches to asynchronous messaging, optimizing the balance between speed and convenience in real-time.
Data Source
AI summary
In accordance with the present disclosure, a method may initiate communications over an synchronous communication channel between first and second computing devices and a second computing device. Responsive to the communications being discontinued on the synchronous communication channel, a context of communications exchanged between the first and second computing devices in the synchronous communication channel may be retained. An asynchronous message may be received from the first computing device, the asynchronous message being directed to the second computing device. Invitations may be sent to the first and second computing devices inviting the first and second computing devices to rejoin the synchronous communication channel. In response to the first and second computing devices rejoining the synchronous communication channel, the context of communications previously exchanged between the first and second computing devices in the synchronous communication channel may be retrieved and presented to the first and second computing devices.