Automated Query Processing in Chat Systems

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Conventional instant messaging systems lack the security and archiving capabilities required by regulatory bodies like the U.S. Securities and Exchange Commission, and employees face information overload and multitasking challenges due to the complexity of managing multiple chat channels in a busy work environment.

Innovation Solution

A chat room system interfaces with an automated processing system that extracts keywords from user queries, providing instant responses through messaging and forwarding complex queries to support groups, with the option to send lengthy responses via email, supporting commands for user statistics and permissions, and integrating file sharing capabilities.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Speed

If conventional instant messaging systems are used for employee communication, then real-time communication capability is improved, but security and archiving capabilities deteriorate (cannot meet SEC requirements)

Engineering Contradiction:

Improvereal-time communication capabilityVSAvoidsecurity and archiving capabilities

Core Design Contradiction:

SpeedVSReliability

Solution Approach 1:

The patent introduces a chat room system as an intermediary between employees and the automated processing system. This chat room system provides the real-time communication interface while the automated processing system handles the security and archiving functions, thus resolving the contradiction between real-time communication capability and security/archiving capabilities

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent merges the chat room system with the automated processing system into an integrated hybrid system. The chat room system handles real-time communication while the automated processing system provides keyword extraction, database querying, and response generation, combining the advantages of both real-time interaction and automated secure processing

Inventive Principle:

Principle #5Merging (Combining)

2Adaptability or versatility

If multiple chat channels are used to provide comprehensive support, then information awareness and support coverage are improved, but employee workload and complexity increase (resulting in multitasking challenges)

Engineering Contradiction:

Improvesupport coverage and information awarenessVSAvoidemployee workload and system complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent implements an automated processing system that can independently handle query processing through keyword extraction and database searching. This self-service capability reduces the need for employees to manually manage multiple chat channels, as the automated system autonomously processes inquiries and generates responses

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent segments the support system into distinct functional components: the chat room system for communication, the automated processing system for query handling, and the database system for information storage. This segmentation allows each component to specialize in specific tasks, reducing overall system complexity while maintaining comprehensive support coverage

Inventive Principle:

Principle #1Segmentation

3Productivity

If automated processing system is used to handle queries, then response efficiency is improved, but system complexity and development requirements increase

Engineering Contradiction:

Improveresponse efficiencyVSAvoidsystem complexity and development requirements

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The patent extracts the core processing functions (keyword extraction, database querying, response generation) into a separate automated processing system module. This extraction allows the chat room system to remain relatively simple while delegating complex processing tasks to the automated system, thus improving response efficiency without excessively increasing overall system complexity

Inventive Principle:

Principle #2Taking out (Extraction)

Data Source

PatentUS9098827B2Interactive query tool

Publication Date: 2015.08.04 BANK OF AMERICA CORP

AI summary

A chat room system interfaces with an automated processing system. When an interactive query message from a user is addressed to the automated processing system, the interactive query message is passed to the automated processing system. The automated processing system extracts one or more keywords from the interactive query message and obtains response information from a data structure based on the one or more keywords. The automated processing system then returns an interactive response to the user through instant messaging. When the interactive query message is not addressed to the automated processing system, the interactive query message is forwarded to a support group through a chat room system. When the interactive response exceeds a predetermined size, part of the interactive response may be sent through instant messaging and the remainder through e-mail.