Contextual Communication Routing for Unified Channel Management
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Solution Overview
Problem
Existing communication systems for merchants and customers are inefficient due to the difficulty in managing and routing communications across multiple channels and platforms, leading to fragmented communication management and increased interaction with user devices.
Innovation Solution
A centralized communication management system that utilizes context data and machine learning to optimize communication routing, allowing merchants to access and respond to communications through a single interface, automatically switching channels and platforms based on context, and integrating multiple services and platforms via a consolidated communication user interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If merchants use multiple communication channels and platforms to interact with customers, then communication versatility is improved, but communication management complexity increases
Solution Approach 1:
The patent merges multiple communication channels (text messaging, email, social media, in-app messaging) and platforms into a single unified communication interface. This consolidation allows merchants to access and manage all customer communications through one system, reducing management complexity while preserving channel versatility. The unified interface aggregates messages from different sources and enables cross-channel communication workflows.
Solution Approach 2:
The communication system is designed with universal functionality to handle multiple communication types and channels through a single platform. The system can receive, route, and respond to messages across text messaging, email, social media, and in-app channels using the same interface and business logic, making the system adaptable to various communication needs without requiring separate management for each channel.
2Ease of operation
If manual management of communications across multiple channels is used, then communication control is improved, but time consumption increases
Solution Approach 1:
The system implements automated routing and response mechanisms that operate without manual intervention. Communications are automatically routed to the appropriate merchants or teams based on predefined rules and context analysis. The system can also generate automated responses for common inquiries, reducing the time merchants need to spend manually managing each message while maintaining control over communication workflows.
Solution Approach 2:
The system performs preliminary actions by pre-configuring routing rules, communication preferences, and automated response templates before communications arrive. This allows the system to quickly route and respond to messages based on established parameters, reducing the time required for manual management while preserving merchant control over the communication process.
3Adaptability or versatility
If communications are routed across multiple platforms, then communication coverage is improved, but routing complexity increases
Solution Approach 1:
The patent introduces a centralized communication management system that acts as an intermediary between customers and merchants across multiple platforms. This intermediary system receives communications from various channels, analyzes their context, and automatically routes them to the appropriate merchants or teams. The intermediary handles the complexity of cross-platform routing internally, presenting a simplified interface to merchants while maintaining broad communication coverage.
Solution Approach 2:
The system implements feedback mechanisms that monitor communication routing effectiveness and automatically adjust routing decisions based on performance data. By analyzing routing outcomes and communication patterns, the system optimizes the routing process over time, reducing complexity while maintaining comprehensive platform coverage. The feedback loop enables the system to learn from past routing decisions and improve future routing accuracy.
Data Source
AI summary
Contextual routing and/or management of communications is described. Server(s) of service provider can receive, from a computing device of a customer, a first communication that is associated with an appointment or a reservation. The server(s) can determine context data associated with the first communication, and determine, based on the context data, that the first communication is associated with a temporal expression. The server(s) can negotiate a time for scheduling or rescheduling the appointment or the reservation based on the temporal expression, and generate a second communication to be sent to the customer. The second communication includes an actuation mechanism for the customer to perform an action.