Centralized Resolver for Customer Interaction Data
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Solution Overview
Problem
In multi-platform customer support environments, existing systems face inefficiencies and security risks due to the replication of customer profile data and resolving tasks across multiple devices, leading to repetitive processes and compromised data security as each device manages customer profile data and logic independently.
Innovation Solution
A centralized resolver is introduced to identify customer interactions by passively receiving customer data from various devices, assigning a universal identification to interactions across different types, thereby eliminating the need for duplicate data storage and processing, and enhancing security by storing data in a single secure location.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple devices independently manage customer profile data and resolving logic, then each device can process different types of customer interactions, but customer profile data is replicated across devices causing resource waste and security risks
Solution Approach 1:
A centralized resolver is introduced as an intermediary component that receives customer data from multiple interaction devices and assigns universal customer IDs. This mediator eliminates the need for each device to independently store and process customer profile data, centralizing the resolving function while maintaining the ability to handle diverse interaction types across text, voice, and web channels.
Solution Approach 2:
The patent merges the customer resolving function from multiple distributed devices into a single centralized resolver. By combining the data storage and resolving logic into one location, the system eliminates data replication across devices while maintaining versatility through the centralized resolver's ability to process data from multiple interaction sources.
2Ease of operation
If multiple devices independently manage customer profile data, then each device can autonomously resolve interactions, but data security is compromised due to exposure of customer profile data to each device
Solution Approach 1:
The centralized resolver acts as a secure intermediary that handles all customer data processing in one location. Interaction devices send customer data to the centralized resolver without directly accessing or storing customer profiles, maintaining autonomous operation while centralizing security control and reducing data exposure risks.
3Device complexity
If each device manages its own customer profile data, then device independence is maintained, but repetitive resolving processes occur across devices
Solution Approach 1:
The customer resolving function is extracted from individual interaction devices and placed into a dedicated centralized resolver. This extraction allows interaction devices to maintain their independence and focus on handling specific interaction types, while the centralized resolver handles all customer identification tasks, eliminating repetitive resolving processes.
Data Source
AI summary
A device, system and method for resolving a customer interaction. At a centralized resolver, customer data may be received that is passively transferred from a plurality of devices, wherein each device processes a different type of customer interaction and provides a different associated type of customer data. At the centralized resolver, a customer associated may be identified or associated with each interaction based on the received customer data and the associated data type. The centralized resolver may assign the interaction a universal identification associated with the identified customer, wherein the same universal identification is assigned to interactions of multiple different types that are associated with the same customer.