Automated Bilateral Message Transmission via Intermediary APIs
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Solution Overview
Problem
Current communication systems for customer service are inefficient, particularly in real-time text-based interactions, as they often require manual processing and disclose contact information, limiting data protection and scalability for large recipient groups.
Innovation Solution
A communication automation arrangement that uses instant messaging APIs to facilitate anonymous, automated, and flexible text-based communication across multiple instant messaging services, allowing for real-time processing and anonymization of message data without revealing contact details.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If traditional communication systems (phone, email, SMS) are used for customer service, then direct communication between sender and recipient is achieved, but contact information must be disclosed and manual processing is required
Solution Approach 1:
The patent introduces a communication automation arrangement as an intermediary system between senders and recipients. This mediator automatically processes messages, manages recipient groups, and handles communication routing without requiring direct contact information exchange. The intermediary enables automated bilateral transmission while shielding users from system complexity.
Solution Approach 2:
The communication automation arrangement performs self-service by automatically managing message routing, recipient group management, and communication processing without human intervention. The system autonomously handles the complexity of setting up communication channels and managing multiple recipients, eliminating the need for manual configuration.
2Reliability
If contact information is disclosed for direct communication, then direct interaction is enabled, but data protection is compromised
Solution Approach 1:
The communication automation arrangement serves as a mediator that enables direct communication between senders and recipients without exposing their contact information. The system manages the complexity of channel setup and routing internally, providing ease of operation while maintaining data protection through anonymous communication channels.
Solution Approach 2:
The patent segments the communication process into distinct functional components: message submission, automated processing, recipient group management, and message delivery. This segmentation allows the system to handle complexity internally while presenting a simple interface to users and maintaining data protection by separating contact information management from the communication function.
3Productivity
If manual processing of messages is used, then personal attention is provided, but processing time and costs increase
Solution Approach 1:
The communication automation arrangement performs self-service by automatically processing messages through predefined workflows and rules. The system autonomously routes messages to appropriate recipients, manages group communications, and handles bilateral transmission without human intervention, dramatically increasing processing speed and reducing time loss compared to manual handling.
Solution Approach 2:
The automated processing system enables continuous message handling without interruption or delay. Messages are processed immediately upon receipt and forwarded to recipients in real-time, eliminating the gaps and delays inherent in manual processing. The system maintains continuous operation across multiple recipients and communication channels simultaneously.
4Reliability
If communication is anonymized to protect data, then contact information is protected, but communication flexibility is reduced
Solution Approach 1:
The communication automation arrangement acts as an intelligent intermediary that maintains anonymized communication channels while providing full flexibility. The mediator manages recipient groups, handles message routing based on content and context, and enables bilateral communication without exposing contact information. The system adapts to different communication scenarios while maintaining data protection through its intermediary function.
Solution Approach 2:
The patent implements a universal communication platform that handles multiple communication scenarios (one-to-one, one-to-many, group communication, bilateral transmission) through a single anonymized interface. The system provides versatility in communication modes while maintaining data protection, as the intermediary manages all adaptations without requiring contact information exchange.
Data Source
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AI summary
In many situations, requesting information still requires human interaction with the requester or communicator. At least partial automation of information provision is desirable.A communication automation arrangement is provided, which is configured for the automated bilateral transmission of message data between at least one mobile device of a sender on the one hand and at least one group of recipients on the other, wherein the communication automation arrangement is configured for the bilateral transmission of the message data via a plurality of instant messaging APIs and has at least one adapter configured at an input-side interface to the respective instant messaging API for structuring and optionally also formatting incoming message data into an internal data structure format, and is configured for providing the message data in anonymized form, in particular exclusively based on name information.This can simplify and accelerate the way people communicate, especially within groups, particularly across different instant messaging applications, without having to disclose contact details.