Cross-Entity Communication System for Travel Arrangement Updates
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Solution Overview
Problem
Users face inconvenience and inefficiency when making changes to travel arrangements across multiple businesses in the travel industry, as they often lack a centralized platform to share and manage customer activity information, leading to cumbersome processes and potential losses.
Innovation Solution
A cross-entity communication system that uses machine learning to predict user actions and share relevant information among trusted entities, allowing for streamlined communication and notification across unaffiliated businesses, thereby reducing user involvement and enhancing customer satisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a user separately contacts each business to make changes to travel arrangements, then each business can be informed of the changes, but the process becomes cumbersome and time-consuming for the user
Solution Approach 1:
The patent introduces a central server as an intermediary that receives travel arrangement information from one business and automatically distributes it to multiple other businesses. This mediator eliminates the need for users to manually contact each business, resolving the contradiction by ensuring reliable information sharing while significantly reducing user time consumption.
Solution Approach 2:
The system performs preliminary action by pre-establishing the user's contact information and business relationships in a database. When a travel arrangement change occurs, the system automatically retrieves and distributes this information to relevant businesses in advance, eliminating the need for real-time user intervention and reducing time consumption while maintaining reliability.
2Reliability
If businesses do not share customer activity information due to privacy and security concerns, then data privacy is protected, but the user experience deteriorates due to lack of coordinated service
Solution Approach 1:
The central server acts as a trusted intermediary that handles all information sharing between businesses and users. It implements privacy controls and security measures, allowing businesses to share necessary travel arrangement information without directly exposing user data to multiple parties. This resolves the contradiction by enabling coordinated service improvement while maintaining data privacy protection through the intermediary's controlled information distribution.
3Ease of operation
If a centralized platform is implemented to share travel arrangement information, then user effort is reduced, but system complexity increases
Solution Approach 1:
The central server is designed as a universal platform that handles multiple functions: receiving travel arrangement information, storing user contact details, identifying relevant businesses, and distributing information to appropriate parties. By consolidating these diverse functions into a single multi-functional system, the patent reduces user effort while managing system complexity through functional integration rather than proliferation of separate systems.
Data Source
AI summary
A method of anticipating user action by a contact center system based on machine learning includes receiving, by a processor of the contact center system, a first signal from an end user device in communication with the contact center system, the first signal being indicative of an event associated with a user journey, the user journey including a plurality of events, identifying, by the processor, a subset of the plurality of events of the user journey as a plurality of input events, predicting, by the processor, a next event associated with the user journey based on the plurality of input events; and generating, by the processor, a second signal for transmission to the end user device, the second signal including data corresponding to the next event.