Contact Center Message Storage With Redundancy-Aware Compression
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Solution Overview
Problem
Contact centers face significant storage challenges due to the large amounts of multimedia data generated from interactions with customers, including text, voice, video, and image data, which require substantial storage space for both business and regulatory purposes.
Innovation Solution
A method and system for storing messages in contact center interactions by identifying and eliminating redundant and derivable information, compressing data based on type, and storing modified messages in a metadata and content repository, using a processor and memory device to manage and compress data efficiently.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If all multimedia data from contact center interactions is stored in full detail, then data completeness and regulatory compliance are improved, but storage space requirements increase significantly
Solution Approach 1:
The patent extracts and eliminates redundant information from stored messages by comparing each message against previously stored messages in the same conversation. When identical or substantially similar messages are detected, only a reference or pointer is stored rather than the full message content, thereby reducing storage space while maintaining data completeness for regulatory purposes.
Solution Approach 2:
The patent changes the storage parameter from storing complete message copies to storing differential representations. By storing only the differences or references to previous messages rather than full copies, the system achieves both data completeness and reduced storage requirements.
2Volume of stationary object
If redundant information is eliminated from stored messages, then storage space is reduced, but data retrieval complexity increases
Solution Approach 1:
The patent introduces an intermediary indexing system that maps message references to their actual content locations. This intermediary layer simplifies data retrieval by providing a straightforward lookup mechanism that translates reference pointers back to complete message content, thereby managing retrieval complexity while maintaining storage efficiency.
3Ease of manufacture
If compression algorithms are applied to all message types uniformly, then processing simplicity is improved, but compression efficiency decreases
Solution Approach 1:
The patent applies different compression algorithms to different message types based on their specific characteristics. Text messages use text-optimized compression, while multimedia messages use appropriate media compression techniques. This localized approach to compression maximizes efficiency for each message type while maintaining overall processing simplicity through automated algorithm selection.
Data Source
AI summary
Storing a message in a conversation involving a contact of a contact center and an agent of the contact center includes receiving, by a computer of the contact center, the message, wherein the conversation comprises a plurality of messages and then a) identifying redundant information in the received message that is redundant based on one or more of the plurality of messages; and b) identifying derivable information that is derivable from a data source external to the received message. Next, a modified message is generated by eliminating the redundant information and the derivable information from the received message; and the modified message is stored. The modified message can include a number of separate parts, each selectively compressed by a respective compression algorithm.