Contextual Information Delivery System for Business Collaboration
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Solution Overview
Problem
Delays in accessing relevant information during business interactions across different entities lead to increased customer service costs and lower satisfaction due to the time-consuming process of identifying users and retrieving contextual information.
Innovation Solution
A system that automatically retrieves and presents contextual information associated with a business entity during communication via a collaboration channel, based on the user's role and authorization, by initiating services that associate user identifiers with business entities and retrieve relevant data, which can be accessed through various identifiers and displayed in categorized links.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual identification and information retrieval processes are used during business communications, then system complexity remains low, but communication time increases and productivity decreases
Solution Approach 1:
The system performs preliminary actions by automatically retrieving and storing contextual information about business partners before communications occur. When a communication is initiated, the system has already prepared relevant information including company details, contact information, and interaction history, eliminating the need for manual identification and information search during the communication itself.
Solution Approach 2:
The communication system provides self-service by automatically identifying users, retrieving their contextual information, and presenting relevant data without requiring manual intervention. The system autonomously queries databases, processes user identities, and delivers information through the user interface, freeing users from manual information gathering tasks.
2Loss of information
If comprehensive contextual information is retrieved for all business entities, then information completeness improves, but data retrieval time and processing load increase
Solution Approach 1:
The system extracts and retrieves only the specific contextual information relevant to the current communication context, rather than retrieving all available data about a business entity. It selectively queries for information such as company name, contact details, and interaction history that are directly pertinent to the ongoing communication, filtering out unnecessary data to minimize retrieval time while maintaining information completeness.
Solution Approach 2:
The system applies local quality by tailoring the scope and depth of information retrieval to the specific needs of each communication context. Different types of communications receive different levels of information detail, and the system adapts the retrieval scope based on the business entity type, user role, and communication channel, ensuring that each user receives appropriately scoped information without unnecessary overhead.
3Reliability
If user roles and authorizations are verified externally, then information security improves, but communication setup time increases
Solution Approach 1:
The system performs authorization verification as a preliminary action during user login or system initialization, before communications begin. User roles and access permissions are pre-determined and stored in the system, allowing rapid authorization checks during communications without requiring real-time external verification, thus maintaining security while minimizing setup time.
Solution Approach 2:
The system implements feedback mechanisms where authorization decisions are communicated back to the information retrieval process. Based on user roles and permissions, the system dynamically adjusts what contextual information is retrieved and displayed, ensuring that users only access data they are authorized to view. This feedback loop maintains security while streamlining the information delivery process.
Data Source
AI summary
A communication is initiated between a first user and a second user via a collaboration channel. Thereafter, an identification of the second user relating to the collaboration channel is associated with a business entity (also referred to sometimes as a business partner). A service is automatically initiated that retrieves contextual information associated with the business entity in response to the initiation of the communication. A scope of the retrieved contextual information is based on a business partner type for the business entity. Subsequently, the first user is presented with at least a portion of the retrieved contextual information concurrently with the communication between the first user and the second user via the collaboration channel. Related apparatus, systems, techniques and articles are also described.