Communication Analysis Tool for Remote System Actions

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Solution Overview

Problem

Users face difficulties in taking actions within systems of record or account management systems due to the need for manual login and repetitive processes, especially when accessing these systems from remote locations with limited access.

Innovation Solution

A system and method that allows users to take actions through voice or written communications, identifying keywords to determine the application and action, and accessing the system to complete the requested task without direct login, including additional information requests and approvals as needed.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If users manually log into systems and applications to fill out requests and make transactions, then they can access and perform actions within the systems, but the process becomes difficult, repetitive, and time consuming

Engineering Contradiction:

Improveefficiency of taking actionsVSAvoidtime spent on manual processes

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The patent introduces a communication channel system that acts as an intermediary between users and the target systems. Instead of users directly logging into and interacting with multiple system interfaces, they send communications through a unified channel that automatically routes and processes requests across different systems, eliminating manual login and navigation steps

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent creates a universal communication interface that handles multiple types of actions (filling out requests, making transactions, account management) across different systems through a single channel. This multi-functional system replaces the need for users to access and interact with each individual system separately

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Adaptability or versatility

If users access systems from remote locations with limited access, then they gain flexibility in location, but the ability to take actions within systems is restricted

Engineering Contradiction:

Improveaccessibility from remote locationsVSAvoidability to take actions within systems

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The communication channel serves as a mediator that bridges the gap between remote users and restricted system access. Users can send requests through standard communication channels (email, messaging) from any location, and the system automatically processes these requests as if the user were directly accessing the system, thereby maintaining ease of operation while enabling remote adaptability

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system automatically handles the complex processes of authentication, request routing, and action execution without requiring user intervention in the actual system interfaces. The user simply communicates their intent, and the system self-servingly completes the complex operations, making remote access as easy as sending a message

Inventive Principle:

Principle #25Self-service

3Ease of operation

If users have to log into various systems and applications to make transactions, then they can perform account actions, but the process becomes repetitive and complex

Engineering Contradiction:

Improvesimplicity of account transactionsVSAvoidnumber of systems to access

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The patent merges access to multiple separate systems and applications into a single communication channel. Instead of users needing to log into and navigate through various account management systems, all transaction requests are combined and handled through one unified communication interface, dramatically reducing operational complexity

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The communication channel is designed as a universal interface that can handle multiple types of account transactions (transfers, payments, account modifications) across different systems. This single multi-functional channel replaces the need for separate access to multiple specialized systems

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS9785949B2Customer communication analysis tool

Publication Date: 2017.10.10 BANK OF AMERICA CORP

AI summary

Embodiments of the present invention help users (e.g., associates, customers, or the like) utilize communications to take actions with respect to systems or applications that do not directly allow for users to take actions using the communications. In some embodiments the communications are voice communications (e.g., phone calls, voice activation, voice services through the Internet, or the like) or written communications (e.g., e-mail communications, text communications, or the like) or other like voice communications or written communications. The present invention identifies keywords in the communications to determine the application for which the user wants to take an action, and the action that the user wants to take. The present invention takes the action within the application based on the keywords, or requests additional information from the user through the communication channel (or another communication channel).