Dynamic Multi-Channel Publisher Interface
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Solution Overview
Problem
Service agents face disruptions and increased response times when switching between multiple communication channels, such as email, live chat, and social media, as these channels are typically separate applications requiring new windows or tabs, leading to inefficient workflows.
Innovation Solution
A dynamic multi-channel publisher interface allows service agents to respond to customers across different channels from a single window, enabling seamless switching between channels, message types, and action types, improving response efficiency and customer interaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If separate applications are used for each communication channel, then channel functionality is maintained, but workflow efficiency deteriorates due to switching between multiple windows or tabs
Solution Approach 1:
The patent combines multiple separate communication channel applications into a single unified application interface. Service agents can access email, live chat, social media, and other communication channels through one integrated window, eliminating the need to switch between multiple application windows and tabs, thereby improving workflow efficiency while maintaining all channel functionalities
Solution Approach 2:
The unified application interface is designed to perform multiple communication functions across different channels simultaneously. A single application window provides universal access to various communication modes (email, chat, social media), allowing service agents to handle diverse customer interactions without needing separate specialized applications for each channel
2Productivity
If multiple windows or tabs are opened for different channels, then all communication channels can be accessed, but response time increases due to switching overhead
Solution Approach 1:
By merging multiple communication channels into a single application interface, the patent eliminates the time agents spend opening, switching between, and closing multiple windows or tabs. The integrated interface allows agents to access all channels from one location, significantly reducing channel-switching overhead and improving response time to customer requests
Solution Approach 2:
The unified application interface is prepared in advance to display and provide access to all communication channels simultaneously. Service agents can see and switch between different channels without needing to perform preliminary actions of opening separate applications, thereby reducing the time spent on channel transitions and improving overall productivity
3Adaptability or versatility
If separate applications are used for each channel, then channel-specific features are preserved, but adaptability deteriorates when needing to switch between channels
Solution Approach 1:
The patent creates a universal application interface that can adapt to multiple communication channels within a single structure. The interface is designed to dynamically adjust and provide channel-specific features while maintaining a unified access point, enhancing adaptability for switching between channels without requiring separate specialized applications for each communication mode
Data Source
AI summary
Disclosed herein are method, system and device embodiments for responding to a customer via a dynamic multi-channel publisher. An embodiment operates by providing a window in a graphical user interface (GUI) that provides access to a list of channels related to a customer, receiving a selection of a first channel from the list of channels in response to a request from the customer using a second channel from the list of channels, and updating the window with one or more message types and one or more action types corresponding to the first channel to respond to the request. The list of channels corresponds to multiple applications available to communicate with the customer, and the first channel is different from the second channel.