Cross-Modality Interaction Continuity via Backend State Management
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Solution Overview
Problem
Customers often need to repeat the process and provide identifying information when transitioning from electronic device interactions to in-person interactions, disrupting the continuity of transactions across different modalities and technologies.
Innovation Solution
A system and method that utilize a computer program to receive and save the state of customer interactions across modalities, including authentication status and transaction information, allowing seamless continuation of interactions between in-person digital assistants and metaverse digital assistants, leveraging biometric authentication and risk rules to ensure secure and efficient transitions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If customer interaction state is saved and retrieved across devices, then interaction continuity is improved, but system complexity increases
Solution Approach 1:
A backend system acts as an intermediary between digital assistants and customer interaction data. The backend receives identifying information from various digital assistant devices, retrieves saved interaction states, and communicates them back to the appropriate devices. This intermediary architecture enables seamless interaction continuity across different devices while isolating the complexity of state management within the backend infrastructure.
2Reliability
If biometric authentication is implemented across modalities, then security is improved, but processing time increases
Solution Approach 1:
Biometric authentication data is captured and processed in advance during initial customer interactions. The system pre- validates biometric identifiers and stores authentication results, so that when customers transition between devices or modalities, the authentication status is already established and can be quickly retrieved without requiring real-time biometric processing at each transition point.
3Ease of operation
If interaction state is transferred between in-person and metaverse digital assistants, then customer convenience is improved, but data loss risk increases
Solution Approach 1:
The system implements comprehensive feedback mechanisms where the backend continuously monitors interaction states across different digital assistant modalities. When state transitions occur between in-person and metaverse assistants, the backend verifies data integrity, confirms successful state retrieval, and provides feedback loops to ensure no information is lost during transfers. This feedback system enables convenient cross-modality interactions while maintaining data integrity through continuous verification.
Data Source
AI summary
Systems and methods for continuing interactions across modalities and technologies are disclosed. A method may include: a computer program executed by a backend electronic device receiving, from an in-person digital assistant, identifying information for a customer that is interacting with the in-person digital assistant on a first electronic device; identifying the customer using the identifying information received from the in-person digital assistant; receiving a state of the interaction for the interaction from the in-person digital assistant device and saving the state of the interaction; receiving, from a metaverse digital assistant executed by a second electronic device, the identifying information; identifying the customer using the identifying information; retrieving the saved state of the interaction; and communicating the saved state of the interaction to the metaverse digital assistant. The second electronic device may continue the interaction with the customer using the saved state of interaction.