Communication Flow Modeling via Drag-and-Drop Interface
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Solution Overview
Problem
Existing customer communications management (CCM) systems are complex and require technical expertise, making it difficult for non-technical users to model and manage communication flows across multiple channels.
Innovation Solution
The introduction of a user experience (UX) application specifically configured for CCM communication flow modeling, which provides a drag-and-drop environment allowing non-technical users to create and manage communication flows visually, shielding them from underlying technical complexities.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If CCM systems provide comprehensive communication management capabilities across multiple channels, then the system functionality and versatility are improved, but the system complexity increases making it difficult for non-technical users to operate
Solution Approach 1:
The patent introduces a flow modeling application as an intermediary layer between non-technical users and the complex CCM system. This application provides visual flowchart-based interfaces that abstract away the underlying system complexity, allowing users to design communication flows without needing to understand the intricate technical details of the CCM infrastructure.
Solution Approach 2:
The patent replaces traditional technical configuration interfaces with visual drag-and-drop flowchart modeling. Instead of requiring users to manually configure system parameters and understand technical protocols, the system uses graphical representation where users can visually define communication flows by connecting workflow elements, substituting complex mechanical configuration with intuitive visual manipulation.
2Adaptability or versatility
If CCM systems include comprehensive IT components for data management and communication, then the system functionality is improved, but the difficulty of operation increases for non-technical users
Solution Approach 1:
The flow modeling application serves as an intermediary that simplifies interaction with the CCM system's multiple communication channels. Users interact with high-level workflow elements rather than individual channel configurations, allowing comprehensive communication management without requiring users to understand each channel's technical specifics.
Solution Approach 2:
The patent creates a universal flow modeling interface that can manage multiple communication channels (email, SMS, print, web) through a single unified visual modeling environment. This multi-functional approach allows users to design flows that can adapt to different channels without needing separate configuration interfaces for each channel type.
3Reliability
If CCM systems provide detailed control over communication processes, then the system's management capability is improved, but the time required to design and implement flows increases
Solution Approach 1:
The patent implements pre-built workflow elements and templates that represent common communication patterns. Users can start with these pre-configured elements and modify them as needed, rather than building communication flows from scratch. This preliminary preparation significantly reduces design time while maintaining detailed control over the communication processes.
Solution Approach 2:
The system allows users to copy and reuse existing workflow elements and patterns across different communication flows. Once a communication pattern is designed and validated, it can be replicated and adapted for similar scenarios, reducing redundant design work and accelerating the implementation of new communication flows while maintaining consistent control standards.
Data Source
AI summary
Disclosed communication flow modeling solution is significantly streamlined in a user friendly way to shield users from the technical complexities usually required. At design time, an orchestration flow modeling application receives user instruction to open or create a communication flow modeling project. Per configuration specific to an enterprise associated with the user, a custom drag-and-drop communication flow modeling environment with a canvas and modeling entities is provided. Responsive to the user dragging and dropping a set of modeling entities from the menu onto the communication flow modeling canvas and drawing connections between them, the orchestration flow modeling application logically connects the modeling entities to form a valid communication flow and stores it in a database. The communication flow undergoes an approval process. Once approved, it is activated for execution by an orchestration server. The orchestration server automatically orchestrates services needed by the communication flow at runtime without user programming.