External Communication Routing Packages for Multi-Channel Tenant Access
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Solution Overview
Problem
Existing cloud computing environments face challenges in supporting a wide variety of communication channels and services, requiring cumbersome manual configuration and limited routing options, which hinder flexibility and customization for tenants and partners.
Innovation Solution
A custom communication package is generated using a generative language model, allowing tenants and partners to modularize and customize contact centers, with configurable routing protocols based on generative language models or AI, supporting various communication channels and adaptive routing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual configuration methods are used for communication channels, then system stability is maintained, but device complexity and ease of operation deteriorate due to cumbersome configuration processes
Solution Approach 1:
The system enables automatic self-configuration of communication channels through AI-generated code and automated routing protocols. The communication manager automatically generates configuration code, establishes connections, and routes messages without requiring manual intervention, allowing the system to configure itself autonomously while maintaining stability.
Solution Approach 2:
Manual configuration processes are replaced with automated AI-driven systems. The generative AI model substitutes human operators in creating communication channel configurations, generating code and establishing routing protocols automatically, thereby reducing operational complexity while maintaining system stability through consistent automated processes.
2Adaptability or versatility
If fixed routing protocols are implemented, then system reliability is improved, but adaptability deteriorates due to limited routing options
Solution Approach 1:
The routing protocol transitions from static to dynamic through AI-generated adaptive routing. The system continuously generates and updates routing protocols based on current system state, communication patterns, and performance metrics, allowing routing options to adapt dynamically while maintaining reliable message delivery through consistent protocol generation.
Solution Approach 2:
The system changes routing parameters dynamically by generating new routing protocols with modified parameters based on AI analysis. The generative AI model adjusts routing parameters such as message priority, channel selection, and delivery timing to optimize both adaptability and reliability according to current communication requirements.
3Ease of operation
If custom communication packages are generated using AI, then ease of operation and adaptability improve, but device complexity increases due to modularization requirements
Solution Approach 1:
The communication system is divided into modular functional packages (communication channels, routing protocols, message formats) that can be independently generated, configured, and managed. This segmentation allows AI to generate specific communication packages on-demand without requiring complex manual assembly, simplifying operations while the modular structure itself manages the complexity through standardized interfaces.
Solution Approach 2:
The AI-generated communication packages use universal standardized interfaces and protocols that can serve multiple functions across different communication channels. A single generated package can handle multiple message types, support various routing strategies, and integrate with different communication protocols, reducing operational complexity through multi-functionality while maintaining adaptability.
Data Source
AI summary
A request to establish a communication session from an end point to a tenant of a computing services environment may be received from an external computing system managed by an external entity in accordance with a designated communication package definition configured by the external entity and defining access information for a designated communication channel outside of the computing services environment. An agent account of a plurality of agent accounts associated with the tenant may be determined based on routing configuration information specified in the designated communication package definition. The communication session may be established via the designated communication channel from the end point through the external computing system and the computing services environment to a first client machine authenticated to the agent account. One or more messages may be transmitted from the end point to the first client machine via the communication session.