Customer Communication Portal for Secure Multi-Channel Routing
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Solution Overview
Problem
Existing communication systems lack the ability to provide integrated, secure, and automated assignment of customer communications to responsible staff members, particularly for businesses handling sensitive information, and do not maintain a permanent record of communications across various channels.
Innovation Solution
A unified communication system that allows administrators to group staff members into teams and assign responsibilities based on characteristics, automatically route messages to appropriate individuals, maintain a communication history, and ensure secure transmission of sensitive information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If Slack is used for team communication, then team collaboration is improved, but secure transmission of personal health information and communication record management deteriorate
Solution Approach 1:
The system segments communication channels into secure and non-secure types, allowing different protocols for different purposes. Personal health information is routed through encrypted channels while general team communication can use standard protocols, thus maintaining both ease of operation and security where needed.
Solution Approach 2:
The patent introduces an intermediary communication management system that sits between users and communication channels. This intermediary automatically routes messages through appropriate secure or non-secure channels based on content analysis, preventing direct exposure of sensitive information to unsecured networks while maintaining user-friendly operation.
2Ease of operation
If Slack allows users to edit or delete messages, then ease of operation is improved, but communication record integrity deteriorates
Solution Approach 1:
The system implements feedback mechanisms where message modifications are tracked and logged. When a message is edited or deleted, the system records the original content, timestamp, and user identity, providing an audit trail that maintains record integrity while allowing operational flexibility.
Solution Approach 2:
The patent establishes preliminary action by creating immutable copies of messages before they can be edited or deleted. This pre-snapshot approach ensures that original communication records are preserved even when users need to modify messages for operational reasons.
3Productivity
If automatic assignment of communication responsibilities is implemented, then productivity is improved, but system complexity increases
Solution Approach 1:
The system implements self-service through automated assignment algorithms that independently match communications with appropriate staff members based on predefined criteria such as expertise, availability, and workload. This automation eliminates manual assignment overhead while keeping the underlying complexity hidden from users, presenting a simple interface despite sophisticated backend logic.
4Adaptability or versatility
If multiple communication channels are integrated, then adaptability is improved, but information security risks increase
Solution Approach 1:
The patent applies local quality by assigning different security protocols to different communication channels based on their inherent security characteristics. Secure channels like encrypted messaging receive higher security treatment while less sensitive channels use appropriate security measures, optimizing both adaptability and security without uniformly complicating the system.
Data Source
AI summary
A multi-format communications system provides a way for a company to control information, some of which may be confidential information, such as PHI, exchanged with existing and potential customers, through individuals associated with the company in a manner preferred by the customers, particularly for non-confidential information, while maintaining a permanent record of communications. With the company maintaining control, if an employee leaves, the employee can be blocked from access to customer information, including communications. Additionally, a time-line view of all events related to a customer can be displayed including communications.