Client Interaction Integration via Intermediary Resource Managers
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Solution Overview
Problem
Existing live interaction software applications are limited in functionality and cannot seamlessly integrate with corporate communication systems, leaving users to manually interact with automated systems to access desired resources after initiating a call, which is inefficient and incomplete.
Innovation Solution
A system and method for integrating client interaction technologies with corporate communication systems, using resource managers to facilitate interactions between clients and resources, enabling seamless access to resource information and communication options within the live interaction application, while maintaining privacy and security.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If live interaction application initiates call to corporate system, then user can contact business, but user must manually interact with IVR system which is inefficient
Solution Approach 1:
The patent introduces an intermediary system that bridges the live interaction application and the corporate communication system. This intermediary automatically handles IVR interactions by listening to prompts and providing appropriate responses, eliminating the need for manual user interaction with the IVR system while maintaining seamless communication flow.
Solution Approach 2:
The system performs preliminary actions by pre-processing the communication context and automatically preparing appropriate responses to IVR prompts before the user needs to interact. The intermediary system anticipates IVR requirements and handles them in advance, allowing the call to flow smoothly without user intervention.
2Adaptability or versatility
If live interaction application provides basic calling functionality, then user can dial number, but application cannot access resource information or provide complete end-to-end solution
Solution Approach 1:
The patent extends the live interaction application to perform multiple functions beyond basic calling. The application now integrates resource information access, automated IVR interaction handling, and direct connection to corporate resources, making it a universal communication tool that provides complete end-to-end functionality within a single application interface.
Solution Approach 2:
The system merges previously separate functions (calling, resource information access, IVR interaction) into an integrated communication system. The intermediary layer combines these disparate elements into a unified workflow that operates seamlessly within the live interaction application, reducing the need for multiple separate systems.
3Ease of operation
If corporate resources are made directly accessible to clients, then communication is simplified, but privacy and security are compromised
Solution Approach 1:
The patent employs an intermediary system that acts as a secure gateway between clients and corporate resources. This intermediary handles all interactions, authenticates requests, and manages resource access permissions, allowing simplified client access while maintaining security controls and privacy protections through the intermediary layer.
Solution Approach 2:
The system segments access control by separating client-facing functions from resource management functions. The intermediary layer handles authentication and authorization, dividing security responsibilities so that clients interact with a simplified interface while security policies are enforced at the resource management level.
Data Source
AI summary
A system for integration of client interaction technologies, comprising a plurality of resource managers, each comprising at least a software component operating and stored on a computing device; a plurality of resources, each comprising at least an interactive element; a monitoring service, comprising at least a software service operating and stored on a computing device; and a callback cloud, comprising at least a plurality of contact agents; wherein the monitoring service tracks resource status; further wherein upon receiving an interaction request the resource managers handle the request according to known resource information; and further wherein the callback cloud responds to at least a plurality of received interaction requests.