Consumer Resolution Engine for Unified Customer Data Integration

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Solution Overview

Problem

Conventional CRM and database systems face challenges in integrating customer data from disparate sources, creating a master record, determining data provenance, and providing audit logs, which are essential for compliance with privacy laws and efficient data management.

Innovation Solution

The implementation of a Consumer Resolution Engine (CRE) that integrates data from various touchpoints, maintains data provenance, and provides audit logs, enabling the creation of a unified customer view and ensuring regulatory compliance through the CRE's ability to reconcile data from multiple sources and touchpoints.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If conventional database or CRM systems are used to manage customer data, then data storage and basic access are achieved, but the systems cannot integrate customer data from disparate, disconnected sources to create a master record

Engineering Contradiction:

Improvedata integration capabilityVSAvoidsystem architecture

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent introduces an intermediary layer (data federation service, virtual entities, query handler) between the user and disparate data sources. This intermediary translates unified queries into source-specific queries, reconciles data from multiple sources, and presents a unified view without requiring direct integration of all source systems.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system segments data access into independent data sources that can be queried separately through the federation service. Each data source maintains its own structure and API, while the federation service divides and conquers the integration problem by handling each source independently and combining results.

Inventive Principle:

Principle #1Segmentation

2Productivity

If administrators manually parse through large amounts of data to track events and generate follow-up communications, then specific customer actions can be monitored, but the process is time consuming, expensive, and error prone

Engineering Contradiction:

Improveevent tracking efficiencyVSAvoiddata processing time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system implements self-service through automated event tracking where the data federation service and consumer resolution engine automatically monitor customer actions across data sources, identify events of interest, and trigger follow-up communications without requiring administrator intervention for data parsing and analysis.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system establishes feedback loops where customer actions are automatically detected, processed, and trigger automated responses. The consumer resolution engine continuously monitors data sources for events matching predefined criteria and automatically initiates follow-up communications based on detected customer behavior.

Inventive Principle:

Principle #23Feedback

3Adaptability or versatility

If conventional systems are used to interface with multiple systems through their respective APIs, then data can be retrieved from different sources, but administrators must learn the API for each system to program queries

Engineering Contradiction:

Improvemulti-system accessVSAvoidquery programming complexity

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The data federation service provides a universal query interface that works across multiple disparate data sources. Instead of requiring separate programming knowledge for each system's API, the federation service presents a unified query language and interface that can access data from any connected source through standardized mechanisms.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The query handler acts as an intermediary that translates unified queries into source-specific queries. Administrators write queries once using the standardized interface, and the query handler automatically adapts them to the specific API requirements of each data source, eliminating the need to learn multiple APIs.

Inventive Principle:

Principle #24Intermediary (Mediator)

4Adaptability or versatility

If data from disparate sources with different time scales is integrated, then a comprehensive customer view can be created, but the data must be reconciled across different sources and time scales

Engineering Contradiction:

Improvedata source compatibilityVSAvoiddata reconciliation process

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The consumer resolution engine and data federation service transform and normalize data parameters from different sources to a common standard. This includes reconciling different time scales, data formats, and measurement units by converting them to unified parameters that can be compared and integrated across sources.

Inventive Principle:

Principle #35Parameter changes

Data Source

PatentUS11366805B2Integrated entity view across distributed systems

Publication Date: 2022.06.21 SALESFORCE INC

AI summary

Methods, systems, and computer program products for a customer relationship management (CRM) system are provided herein. Embodiments presented herein provide for exchange of data between disparate, distributed systems; subscribe to and/or publish customer data change event; creation of master records for consumers using static and streaming sources; providing data provenance, auditing capabilities, and queries across multiple tenants and third party systems. Embodiments provide a single view of a customer in a distributed system environment.