Unified Context Data Structure for Contact Center Channel Integration
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Solution Overview
Problem
Customer contact centers face challenges in effectively managing and integrating contextual data across multiple communication channels, leading to fragmented customer interactions and inefficient service delivery.
Innovation Solution
A contextual data management system that uses context data management patterns to record and manage customer interactions across various channels, enabling seamless data sharing and integration through an application programming interface (API) that links customer interactions across different communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of manufacture
If contextual data is collected and stored for each communication channel separately, then data collection is simplified, but data integration and sharing across channels become difficult
Solution Approach 1:
The patent merges contextual data from multiple communication channels into a unified context data structure. The context data management system consolidates data from voice, email, chat, and social media channels into a single integrated view, allowing seamless data sharing across channels while maintaining the simplicity of individual channel data collection.
Solution Approach 2:
The context data management system provides universal data structures and APIs that work across all communication channels. The unified context data can be accessed and utilized by any channel or agent, making the system multi-functional and adaptable to different interaction scenarios while simplifying data management.
2Ease of operation
If separate data structures are used for each communication channel, then channel-specific data management is easier, but customer journey tracking across channels becomes fragmented
Solution Approach 1:
The patent implements a nested data structure where channel-specific context data is nested within a unified customer journey context. Each communication channel's data maintains its specific structure and management rules while being nested within the broader customer context, preserving both channel-specific operational ease and overall journey continuity.
Solution Approach 2:
The system adds a temporal and contextual dimension to data organization by linking channel-specific data instances to a unified customer journey timeline. This dimensional transformation allows data to be managed at the channel level while simultaneously being traceable within the broader customer interaction context, preventing fragmentation.
3Stability of the object's composition
If contextual data is stored in a centralized manner, then data consistency is improved, but system complexity and integration requirements increase
Solution Approach 1:
The patent introduces a context data management system as an intermediary layer between individual communication channels and the centralized data storage. This intermediary handles data normalization, validation, and integration logic, ensuring data consistency in centralized storage while shielding individual channels from system complexity and integration burdens.
4Adaptability or versatility
If multiple data formats are maintained for different channels, then channel-specific requirements are met, but data sharing and processing efficiency decrease
Solution Approach 1:
The system dynamically changes data format parameters based on the operational context. When data is collected from individual channels, it maintains channel-specific formats to meet specific requirements. When data is shared or processed across channels, the system automatically transforms parameters into a unified format, maintaining adaptability while improving processing efficiency through standardized operations.
Data Source
AI summary
Context data management in a contact center environment is provided. For example, a method comprises receiving a given contact instance for a given user of a contact center, wherein the contact center comprises a plurality of communication channels configured to enable the user to initiate a contact instance and wherein the given contact instance is received over one of the plurality of communication channels. The method further comprises one of generating and updating a context data management pattern in response to receiving the given contact instance, wherein the context data management pattern comprises a data structure of one or more records that maintain information relating to the given contact instance received over the one of the plurality of communication channels and information relating to one or more previous contact instances associated with the user received over one or more of the plurality of communication channels.