Context-Aware Communication Escalation Across Customer Sessions
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Solution Overview
Problem
Communication sessions often lack context information, leading to confusion and inefficiency as the receiving party may not know the user's activity or progress, resulting in inaccurate assistance and prolonged call durations.
Innovation Solution
A communication service that collects and provides context data, including user activity, device information, and location, to enhance communication sessions, enabling intelligent routing and facilitating escalation to multiple communication mediums for improved assistance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional phone calls are used without context data, then communication simplicity is maintained, but information completeness and communication efficiency deteriorate
Solution Approach 1:
The system collects and prepares context data (user activity, device information, location) before the communication session begins. This preliminary gathering of information ensures that when the call is initiated, all relevant context is already available to be transmitted to the receiving party, eliminating information loss without requiring complex real-time data exchange mechanisms during the call itself.
Solution Approach 2:
The communication service acts as an intermediary that collects context data from the user's device and attaches it to the communication session. This mediator approach allows context information to be transmitted without requiring direct complex interactions between the user and the receiving party, simplifying the overall system architecture while maintaining information completeness.
2Productivity
If user context information is collected and provided, then communication efficiency and accuracy improve, but data privacy and security risks increase
Solution Approach 1:
The system selectively collects and transmits only the specific context data that is relevant to the communication purpose (user activity, device information, location). Rather than collecting all possible user data, the system applies local quality by tailoring the context information to the specific communication needs, thereby improving efficiency while minimizing privacy and security exposure to only necessary data elements.
3Loss of time
If the receiving party has limited context information, then call setup simplicity is maintained, but call duration and assistance accuracy increase
Solution Approach 1:
Context data is collected and prepared in advance before the communication session begins. This preliminary action ensures that when the call is initiated, the receiving party already has access to relevant context information, eliminating the need for lengthy introductions or explanations during the call, thereby reducing call duration without complicating the call initiation process.
Data Source
AI summary
Context data may be received corresponding to a first communication session that includes a first user and a second user that joins the first communication session on behalf of a customer account. The context data may be provided to the first user and the second user. The context data may be stored in a searchable data storage that stores a communication session context history for the customer account. Search requests may be received, from the customer account, for searching the communication session context history. Responses may be provided based at least part on the context data. The context data may include second session information for joining a second communication session between the first user and the second user. Requests to join the second communication session may be received based on the second session information, and the second communication session may be established between the first user and the second user.