Unified Communication Service Routing for Entity Inquiries
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Solution Overview
Problem
Current communication methods between individuals and businesses are often inefficient, requiring additional steps and proprietary interfaces, leading to a communication gap that is time-consuming and frustrating for users.
Innovation Solution
A system and method that enables seamless communication between individuals and entities by allowing users to select an entity and send inquiries without prior contact information, utilizing a communication service that analyzes the inquiry and determines the most relevant communication channel, and provides a search relevancy service to rank entities based on responsiveness for quick and efficient information retrieval.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional communication methods (email, phone, web-chat) are used, then communication can be established, but users must perform multiple steps including searching for contact information, navigating to contact pages, and selecting appropriate communication channels
Solution Approach 1:
The patent introduces a communication service as an intermediary between users and entities. This service receives user inquiries, automatically determines the appropriate communication channel and routing, and facilitates communication without requiring users to navigate complex contact information search processes. The intermediary handles the complexity of channel selection and routing internally while providing a simplified user interface.
Solution Approach 2:
The communication service provides a universal interface that handles multiple communication channels (email, phone, web-chat, social media) through a single system. Users interact with one standardized interface regardless of the underlying communication channel, and the system automatically routes to the appropriate channel based on entity preferences, inquiry type, and availability.
2Adaptability or versatility
If entities provide multiple communication channels, then users have more options, but the system complexity and difficulty of managing communication increases
Solution Approach 1:
The communication service acts as an intermediary that manages the complexity of multiple communication channels on behalf of entities. The service handles channel selection, routing, and coordination internally, allowing entities to offer versatile communication options without directly managing the complexity of each channel's integration and coordination.
Solution Approach 2:
The patent merges multiple communication channels into a single unified communication service. Instead of maintaining separate systems for email, phone, web-chat, and social media, the service combines these channels into one integrated platform that handles routing, message management, and response coordination centrally, reducing overall system complexity.
3Reliability
If dedicated customer service teams are established to handle communications, then response quality improves, but operational costs and resource requirements increase
Solution Approach 1:
The communication service enables a form of self-service where the system automatically performs tasks that would otherwise require dedicated human agents. The service automatically determines routing, selects communication channels, manages message delivery, and tracks responses, reducing the need for extensive dedicated customer service teams while maintaining reliable communication handling.
Solution Approach 2:
The communication service serves as an intermediary that bridges users and entities without requiring large dedicated customer service teams. It handles the coordination, routing, and management of communications automatically, allowing entities to maintain reliable communication responses with reduced human resource requirements by automating intermediate management functions.
Data Source
AI summary
Systems and methods for providing communication between a user and at least one entity are disclosed. In one example, the method comprises receiving an entity selection input of the at least one entity, and a message from the user to the at least one entity, analyzing the selection input and the message to determine entity information and inquiry information associated with the message and the selection input, determining least one communication channel based on the entity information and the inquiry information, obtaining a response to the message via the at least one communication channel from the at least one entity, and transmitting the response to the user.