Channel-Agnostic Messaging Segmentation for Engagement-Based Delivery

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Solution Overview

Problem

Managing multiple communication channels separately leads to increased resource overhead, inefficiencies, inconsistent user experiences, and data fragmentation, while omnichannel approaches waste resources on low-engagement channels and violate regulatory limits.

Innovation Solution

Implement a channel-agnostic segmentation and engagement-based messaging system that segments accounts into messaging segments applicable across all channels, determining account configurations based on engagement personas to optimize communication strategies.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If multiple communication channels are managed separately, then resource allocation can be optimized for each channel, but resource overhead increases and efficiency decreases

Engineering Contradiction:

Improvemessaging efficiencyVSAvoidresource overhead

Core Design Contradiction:

ProductivityVSLoss of energy

Solution Approach 1:

The patent merges multiple communication channel management into a unified omnichannel system that handles email, SMS, push notifications, and other channels through a single platform. This consolidation reduces redundant infrastructure, lowers resource overhead, and improves overall messaging efficiency by eliminating silos between channels.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The messaging system is designed as a universal platform that can transmit messages across multiple communication channels through a single interface. This multi-functional approach allows the system to adapt to different channels without requiring separate management infrastructure, reducing resource consumption while maintaining channel-specific optimization.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Stability of the object's composition

If omnichannel messaging is implemented, then user experience consistency is improved, but resources are wasted on low-engagement channels

Engineering Contradiction:

Improveuser experience consistencyVSAvoidresource consumption

Core Design Contradiction:

Stability of the object's compositionVSLoss of energy

Solution Approach 1:

The system applies local quality by segmenting the user base into distinct messaging segments based on engagement patterns, preferences, and behavior. Each segment receives customized messaging strategies tailored to their specific characteristics, ensuring consistent user experience while optimizing resource allocation to high-engagement segments and channels.

Inventive Principle:

Principle #3Local quality

Solution Approach 2:

The messaging system dynamically adjusts communication strategies based on real-time engagement data. It automatically identifies high-engagement channels for each user segment and concentrates resources there, while reducing or eliminating messaging on low-engagement channels. This dynamic adaptation maintains user experience consistency while optimizing resource consumption.

Inventive Principle:

Principle #15Dynamics

3Quantity of substance

If messaging is transmitted across all channels, then coverage is maximized, but regulatory limits are violated and resources are wasted

Engineering Contradiction:

Improvemessage coverageVSAvoidregulatory violations

Core Design Contradiction:

Quantity of substanceVSObject-affected harmful factors

Solution Approach 1:

The system implements partial action by selectively transmitting messages only to appropriate messaging segments and channels based on engagement levels and regulatory constraints. Rather than broadcasting to all users across all channels, it targets messages to high-engagement segments while respecting regulatory limits, thereby maintaining effective coverage without violating regulations or wasting resources.

Inventive Principle:

Principle #16Partial or excessive action

Solution Approach 2:

The messaging system incorporates feedback mechanisms that monitor user engagement, channel performance, and regulatory compliance in real-time. This feedback loop allows the system to adjust messaging strategies dynamically, ensuring coverage is maximized within regulatory limits while preventing violations and optimizing resource allocation based on actual engagement data.

Inventive Principle:

Principle #23Feedback

Data Source

PatentUS12401609B2Segmentation and engagement based messaging

Publication Date: 2025.08.26 CAPITAL ONE SERVICES LLC

AI summary

In some implementations, a device may categorize a set of accounts into a set of messaging segments, wherein each account, of the set of accounts, is associated with one or more messaging segments of the set of messaging segments, and wherein the set of messaging segments are applicable to multiple communication channels. The device may determine, for each messaging segment associated with the account, an account configuration that is based on a content configuration associated with that messaging segment and based on an engagement persona associated with the account. The device may transmit, via one or more communication channels included in the multiple communication channels, one or more communications for the account in accordance with the account configuration.