Communications Platform Rules Engine for Unified Customer Data
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Solution Overview
Problem
Companies struggle to maintain a holistic view of customer relationships due to the use of multiple applications and systems that lead to duplicate or outdated information, resulting in a degraded customer experience.
Innovation Solution
A cloud-based communications platform system that integrates data from various channels using a rules engine with machine learning and natural language processing to provide a single, transparent view of customer interactions, enabling data integrity and automation of tasks.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If multiple applications and systems are used to organize customer relationship data, then data coverage increases, but data consistency and completeness deteriorate due to duplicate or outdated information
Solution Approach 1:
The patent merges data from multiple applications and systems into a single centralized database, consolidating customer relationship data to eliminate duplicates and ensure consistency while maintaining comprehensive coverage
Solution Approach 2:
The system creates a universal data structure that can accommodate and integrate data from various different applications and systems, allowing a single database to serve multiple data sources with different formats and structures
2Loss of information
If multiple data sets are accessed across different systems, then information completeness improves, but system complexity increases
Solution Approach 1:
The patent combines multiple data sets into a single centralized database, providing complete information access while reducing system complexity by eliminating the need to navigate multiple separate systems
Solution Approach 2:
The system introduces a centralized database as an intermediary layer between users and multiple data sources, simplifying access to complete information without requiring direct connections to numerous individual systems
3Ease of manufacture
If traditional customer management systems are used, then implementation simplicity is maintained, but customer service quality deteriorates due to inability to provide holistic customer view
Solution Approach 1:
The patent merges customer data from multiple sources into a single unified view, enabling comprehensive customer service while maintaining implementation simplicity through a straightforward centralized database architecture
Data Source
AI summary
A system and method are disclosed and include databases that store data describing electronic communication between one or more user devices and one or more company devices and a computer. The computer displays a graphical user interface for monitoring communication activity of one or more one or more user devices and one or more company devices, to one or more company devices and monitors communication activity over one or more communication channels. The computer also records and stores the communication activity in the databases. The computer further displays a list of rules, the list of rules comprising triggers, conditions and actions for each of the one or more rules and a flow of each rule associated with the company of the one or more company devices and executes one or more actions responsive to one or more triggers, conditions or actions of each of the one or more rules.