Customer Communication Schemas for Heterogeneous Data Integration

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Existing customer communication management systems face challenges in retrieving and transforming data across heterogeneous systems, optimizing content attributes for readability, and managing resources efficiently due to the use of pre-defined templates and diverse data formats.

Innovation Solution

A method and system that utilize standardized data structures (schemas) to manage customer communications, ensuring interoperability and resource optimization by generating composition, delivery, and customer schemas through an event-driven architecture, leveraging modules for communication management, relationship management, and policy administration.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If multiple heterogeneous systems are used to store and manage customer communication data, then data can be stored in specific formats suitable for each system, but data retrieval and transformation becomes complex and resource-intensive

Engineering Contradiction:

Improvedata format flexibilityVSAvoidsystem integration complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent introduces a CCM platform as an intermediary system that sits between heterogeneous source systems and the communication delivery infrastructure. This platform provides standardized data models and transformation capabilities, acting as a mediator that handles the complexity of data retrieval and format conversion centrally, rather than requiring direct integration between all source systems and delivery channels.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent segments the customer communication management system into distinct functional modules: data retrieval from source systems, data transformation through standardized models, template-based content generation, and delivery through multiple channels. This segmentation allows each module to be optimized independently while maintaining overall system coherence through standardized interfaces.

Inventive Principle:

Principle #1Segmentation

2Reliability

If multiple customer communications with various attributes are generated and delivered to optimize reading probability, then the likelihood of customer understanding improves, but resource waste increases

Engineering Contradiction:

Improvecommunication effectivenessVSAvoidresource waste

Core Design Contradiction:

ReliabilityVSLoss of energy

Solution Approach 1:

The patent implements preliminary actions by pre-defining multiple communication templates with varying attributes (different formats, channels, timing, and content styles) before actual customer interactions occur. The system evaluates customer responses and engagement patterns in advance to predict which template attributes are most likely to be effective, allowing optimization decisions to be made before resources are fully consumed on delivering communications.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The patent incorporates feedback mechanisms that track customer responses to different communication attributes (open rates, response rates, engagement levels). This feedback is used to refine and optimize template selections for future communications, allowing the system to learn from past performance and reduce resource waste by focusing on high-performing communication strategies.

Inventive Principle:

Principle #23Feedback

3Loss of information

If data is retrieved from multiple heterogeneous systems, then comprehensive customer information can be obtained, but data transformation from specific formats to required formats becomes complex

Engineering Contradiction:

Improvecustomer information completenessVSAvoiddata transformation ease

Core Design Contradiction:

Loss of informationVSEase of manufacture

Solution Approach 1:

The patent implements universal data models that can represent customer information from multiple source systems in a standardized format. These models are designed to be multi-functional, accommodating data from CRM systems, transaction systems, marketing systems, and other heterogeneous sources while maintaining a consistent structure that simplifies downstream processing and communication generation.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS20250278742A1Method for managing customer communications

Publication Date: 2025.09.04 BULL SA

AI summary

The invention relates to a method for managing customer communications, the method being implemented by a customer communication system. The method includes, for each customer communication, generating a composition processing schema that includes attributes of a design process of a customer communication, the attributes including a composition identifier and a composition type, the composition type being chosen amongst a batch type, a real type and an interactive type. The method also includes generating a communication delivery schema that includes attributes of a delivery process of the customer communication, the attributes including a communication identifier and a delivery channel. The method also includes generating a customer schema comprising the composition identifier, the communication identifier and the attributes of a customer for whom the customer communication is destined, the attributes including a customer identifier.