Channel Communications Management for Unified Interaction Routing
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Solution Overview
Problem
Existing data-communications systems face challenges in efficiently integrating and routing diverse communication channels, leading to user frustration and delays in processing inbound communications.
Innovation Solution
A unified communications platform with a channel-communications management circuit that merges inbound communications from various channels into a unified interaction record, using AI/ML to select the preferred channel for follow-up communications based on user preferences and content analysis.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple different types of communications services are provided over a network using different communication channels, then service diversity and user needs coverage are improved, but difficulty in routing and processing inbound communications increases
Solution Approach 1:
The patent introduces an intermediary component (communication management system) that sits between the multiple communication channels and the service processing logic. This intermediary consolidates inbound communications from various channels (VoIP, video conferencing, website hosting) into a unified interaction record, simplifying the routing complexity while maintaining support for diverse communication services.
Solution Approach 2:
The communication management system implements a universal interface that handles multiple types of communications through a single consolidated process. By creating a unified interaction record that can accommodate different communication types (voice, video, data), the system achieves multi-functionality without requiring separate routing logic for each channel.
2Extent of automation
If auto-attendant processors attempt to discern user communication reasons, then automated service capability is improved, but user frustration and delay increase due to unsuccessful discernment
Solution Approach 1:
The system performs preliminary actions by consolidating communication data into unified interaction records before service processing begins. This pre-processing organizes information from multiple channels in advance, enabling faster and more accurate automated discernment of user needs without requiring multiple sequential attempts that cause delays.
Solution Approach 2:
The unified interaction record system implements feedback mechanisms where communication data from various channels is continuously aggregated and refined. This feedback loop allows the auto-attendant processor to learn from consolidated communication patterns, improving discernment accuracy over time and reducing user wait time through more successful automated handling.
Data Source
AI summary
In one example, a communications system includes a unified communications platform and a channel-communications management circuit. The unified communications platform is to process different types of communications services respectively using different types of communications channels. The channel-communications management circuit may be used to provide an effective merging of data communications received via the different types of communications services to develop an interaction record for a reply communication on a preferred channel and/or for use in a subsequently-received inbound data communication. The channel-communications management circuit may also react to a subsequently-received inbound data communication such as by using the interaction record in another communication subsequent to the inbound data communications, and/or by accessing the record and/or replying to content in the different types of communications services based on a determined identity of a sender or participant of the data communications.