Contact Center Access Point Mapping Across Communication Modalities
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Solution Overview
Problem
Contact center users face difficulties in managing and tracking different service access points for various communication modalities, as each modality requires a specific access point, and modifying backend systems to use a universal access point is complicated and costly.
Innovation Solution
Mapping a universal contact center service access point to a specific modality-specific access point by associating multiple modalities with a universal access point using a record, facilitating connections between user devices and contact center operators.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a universal service access point is implemented across multiple modalities, then user access management is simplified, but backend system complexity increases
Solution Approach 1:
The patent introduces a mapping table as an intermediary data structure that decouples the universal service access point from modality-specific access points. The mapping table stores associations between universal access points and multiple modality-specific access points, allowing the system to resolve the contradiction by adding a simple lookup layer without complex backend modifications. This intermediary layer enables users to interact with a single universal access point while the system handles the complexity of mapping to appropriate modality-specific endpoints.
2Device complexity
If modality-specific access points are used for each communication modality, then system architecture remains simple, but user management becomes complicated
Solution Approach 1:
The patent implements a universal service access point that can function across multiple communication modalities (voice, video, messaging, etc.). Instead of requiring users to manage separate access points for each modality, the universal access point serves as a single entry point that the system maps to appropriate modality-specific endpoints based on the user's device capabilities and current context. This resolves the contradiction by maintaining simple system architecture while improving user management through universality.
3Ease of operation
If backend systems are modified to support universal access points, then user access is simplified, but implementation cost and complexity increase
Solution Approach 1:
The patent implements the mapping table and resolution logic in advance, during system setup or configuration phases, rather than requiring complex real-time backend modifications. The mapping relationships between universal and modality-specific access points are pre-established and stored, allowing the system to resolve access requests through simple lookups. This preliminary action approach simplifies implementation by avoiding costly and complex backend system redesigns while still achieving universal access point functionality.
Data Source
AI summary
A universal contact center service access point is mapped to a service access point specific to a determined modality to establish a connection between a user device and a contact center operator device and associated with that modality. A request for a contact center engagement is obtained from a user device, in which the request includes a universal contact center service access point. Responsive to the request, the universal contact center service access point is mapped, based on a record associating multiple modalities with the universal contact center service access point, to a service access point specific to one of those multiple modalities determined based on information associated with the user device. The contact center engagement is then facilitated over a connection, established based on the mapping, between the user device and a contact center operator device associated with the service access point.