Chatbot-Contact Center Linking via Persistent Session Routing

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Solution Overview

Problem

Existing chatbot and contact center systems require users to disconnect and reconnect to different servers of multiple service providers for query processing, leading to inefficiencies in time, effort, and cost.

Innovation Solution

A system that integrates chatbot and contact center services through an integrated operation server, allowing seamless query processing across multiple servers by maintaining the initial connection state, using call forwarding and relaying to facilitate access to different servers.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If a user accesses multiple chatbot servers through individual accessing means, then query processing services from multiple service providers can be received, but the user has to repeatedly connect and disconnect, increasing time and effort

Engineering Contradiction:

Improveability to access multiple service providersVSAvoidtime for repeated connection and disconnection

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

The patent combines multiple accessing means into a single unified accessing means that can access multiple chatbot servers. The server system integrates multiple service providers' chatbot servers, allowing a user to access them through one interface rather than multiple separate interfaces, thereby eliminating repeated connection and disconnection operations

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The unified accessing means is designed to perform multiple functions: it can access different chatbot servers from multiple service providers, manage connections to various servers, and coordinate query routing. This multi-functional design replaces the need for separate dedicated accessing means for each service provider

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Adaptability or versatility

If a user accesses multiple contact center servers through individual accessing means, then query processing services from multiple service providers can be received, but the user has to repeatedly connect and disconnect, increasing time and effort

Engineering Contradiction:

Improveability to access multiple service providersVSAvoidoperational complexity of repeated connection and disconnection

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The patent merges multiple contact center server access points into a single unified accessing means. This unified interface consolidates the connection management for multiple service providers, allowing users to interact with different contact center servers without repeatedly establishing and terminating connections

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The unified accessing means acts as an intermediary between the user and multiple contact center servers. It manages the connection state and coordinates communication, serving as a mediator that simplifies the interaction complexity between the user and multiple service providers

Inventive Principle:

Principle #24Intermediary (Mediator)

3Reliability

If chatbot servers and contact center servers are operated independently by different service providers, then each provider can manage their own service, but users cannot easily access services from multiple providers without individual accessing means

Engineering Contradiction:

Improveindependent service managementVSAvoidnumber of accessing means required

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The server system is designed with universal access capability, allowing a single accessing means to communicate with multiple independent chatbot servers and contact center servers from different service providers. The system maintains independent service management while providing unified access through multi-functional architecture

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The system segments the server infrastructure into independent chatbot servers and contact center servers operated by different service providers, while simultaneously providing a unified accessing means that can selectively connect to any segment. This segmentation allows independent management while the unified access point reduces the number of interfaces users need

Inventive Principle:

Principle #1Segmentation

Data Source

PatentEP4280562B1System for linking chatbot services and contact center services

Publication Date: 2025.11.12 MINDWAREWORKS

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AI summary

Disclosed is a system for linking chatbot services and contact center services, and more particularly to a system for linking chatbot services and contact center services, in which a client is allowed to receive a query processing service from at least one of other chatbot servers or other contact center servers without changing a preexisting connection state while being initially connected to a specific chatbot server or a specific contact center server, so that a user can easily use a plurality of query processing services by linking the chatbot servers and contact center servers operated by a plurality of service providers, thereby minimizing the time, efforts and costs of the user who wants to receive the plurality of query processing services through the plurality of service providers.