Real-Time Customer Experience Manager for Message Coordination
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Solution Overview
Problem
Current message delivery systems lack coordination across multiple organizations and channels, leading to unoptimized and potentially overwhelming customer experiences due to unconnected message sources and channels, resulting in negative impacts on customer engagement and loyalty.
Innovation Solution
A dynamically adaptable real-time customer experience manager that collects and processes messages from various sources, using a rating engine to generate metadata and a matching engine to determine optimal delivery channels and times based on customer context and preferences, ensuring relevant messages are delivered through appropriate channels at the right time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If messages are delivered through multiple channels and sources independently, then message delivery volume increases, but customer experience quality deteriorates due to lack of coordination and message overload
Solution Approach 1:
The patent combines multiple independent message delivery systems into a unified coordination platform that aggregates messages from various sources and channels before delivery. This merging allows centralized management of message flow, ensuring coordinated delivery that maintains high volume while preventing customer overload through unified routing and timing decisions.
Solution Approach 2:
The invention introduces a message coordination system as an intermediary layer between message sources and customers. This mediator evaluates message priority, customer context, and delivery timing to filter and route messages appropriately, allowing high message volume to be processed while blocking harmful overload conditions.
2Speed
If message delivery timing is determined by individual organizations independently, then delivery speed increases, but message relevance deteriorates due to lack of contextual awareness
Solution Approach 1:
The system performs preliminary evaluation of message timing and customer context before delivery occurs. By pre-assessing relevance factors and customer state, the system ensures messages are delivered at optimal times without losing contextual awareness, even as delivery speed increases across multiple channels.
Solution Approach 2:
The invention implements feedback mechanisms that monitor customer responses and contextual changes in real-time. This feedback loop allows the coordination system to adjust message timing and routing dynamically, maintaining high delivery speed while ensuring messages remain relevant to current customer context.
3Adaptability or versatility
If multiple organizations send messages without coordination, then message source diversity increases, but customer trust deteriorates due to perceived spam and unwanted contacts
Solution Approach 1:
The patent applies local quality control by evaluating and treating messages from different sources according to their specific characteristics and customer relevance. Rather than uniform filtering, the system applies source-specific and context-specific routing decisions, allowing diverse message sources to maintain their unique value while preventing trust deterioration through appropriate filtering.
Data Source
AI summary
Certain example embodiments relate to a dynamically adaptable real-time customer experience manager and/or associated method. Electronic messages are received from different source systems. Each message has an associated message type. Metadata is dynamically and programmatically developed for each received message based on an extensible set of scoring scenarios. The metadata includes at least one metric that is comparable across messages of different types for assessing relative priorities. A determination is made as to where in a queue of pending messages each received message is to be inserted, based on the metadata. A complex event processing query is executed on the queue to dynamically identify a pending message therein that is to be delivered. The identified pending message is subjected to pre-programmed distribution scenarios to identify which possible communication channel(s) that identified pending message is to be sent. The identified pending message is forwarded to the identified communication channel(s) for sending.