Dynamic Multiparty Conversation Provisioning in Service Delivery Networks
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Solution Overview
Problem
Conventional Service Delivery Networks (SDNs) face challenges in maintaining seamless communication between customers and multiple service providers across a single communication channel, leading to delays, improper service delivery, and customer dissatisfaction due to breakdowns in communication and the inability to manage multiple providers simultaneously.
Innovation Solution
A system and method for establishing at least three-way conversation between a primary party, secondary parties, and brand agents within an SDN, utilizing a processor to initiate a two-way communication channel, synthesize URLs for secondary parties to join, and manage multiparty conversations dynamically, allowing for real-time communication and service coordination without the need for additional applications or logins.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If multiple service providers communicate with a customer through separate communication channels, then each provider can maintain independent communication control, but communication consistency breaks down and customer experience deteriorates
Solution Approach 1:
The patent merges multiple service providers into a single multiparty conversation thread on one communication channel. Instead of separate channels for each provider-customer interaction, all providers join the same conversation space, ensuring communication consistency while simplifying channel management. The system synthesizes provider information and dynamically provisions participants into the shared conversation.
Solution Approach 2:
The patent introduces an intermediary system that manages the multiparty conversation infrastructure. This intermediary handles participant provisioning, message routing, and conversation state management, allowing multiple providers to communicate consistently with the customer without each provider needing to manage separate channels. The intermediary synthesizes provider selections and coordinates joins to the shared conversation.
2Productivity
If a customer communicates with multiple service providers simultaneously through a single channel, then communication efficiency improves, but managing participant joins and conversations becomes complex
Solution Approach 1:
The patent implements self-service mechanisms where providers automatically join the multiparty conversation through synthesized URLs without manual provisioning. When a provider selects a customer, the system automatically generates a join link, provisions the provider as a participant, and integrates them into the conversation. This automation eliminates complex manual participant management while maintaining efficient simultaneous communications.
Solution Approach 2:
The patent performs preliminary provisioning actions by pre-synthesizing provider information and preparing join credentials before the actual conversation begins. The system pre-processes provider selections, generates authentication tokens, and readies the conversation infrastructure in advance, reducing the complexity of real-time participant management during active communications.
3Ease of manufacture
If existing group text messaging is used for multi-provider communication, then implementation is simple, but it is limited to single-business-entity employees and cannot accommodate external providers
Solution Approach 1:
The patent extends the group messaging concept into a universal multiparty conversation system that works across multiple business entities. Instead of limiting conversations to employees within one organization, the system allows any service provider from any entity to join the conversation. The synthesized provider selection mechanism and dynamic provisioning enable this multi-entity adaptability while building upon familiar messaging principles.
Solution Approach 2:
The patent transforms the static participant list of traditional group chats into a dynamic participant structure. Providers are not pre-defined members but are dynamically provisioned based on service selections. The system can add and remove providers flexibly as services are selected and completed, adapting the conversation participants to the actual service delivery needs rather than fixed organizational boundaries.
4Reliability
If providers are required to install brand-specific applications, then communication control is improved, but provider participation becomes difficult for ad hoc service delivery
Solution Approach 1:
The patent uses an intermediary system that bridges the gap between brand communication control requirements and provider accessibility needs. Instead of requiring providers to install brand-specific applications, the intermediary manages the conversation infrastructure and provides standardized join mechanisms. Providers access the conversation through synthesized URLs and standard messaging interfaces while the intermediary maintains communication control and coordination.
Solution Approach 2:
The patent creates a virtual copy of the brand's communication environment within the multiparty conversation space. Instead of requiring providers to enter the brand's proprietary application ecosystem, the system synthesizes a replicated communication interface that mirrors brand control capabilities while being accessible through standard channels. This allows providers to interact with brand-managed conversations using familiar, accessible tools.
Data Source
AI summary
A method for establishing at least three-way conversation between a primary party, secondary parties, and one or more brand agents within an SDN is provided. The method includes initiating a two-way communication channel between a first communication endpoint associated with the primary party and a second communication endpoint assigned to the one or more brand agents. The method then proceeds with receiving a selection of one or more secondary parties from a database. The method includes synthesizing a Uniform Resource Locator (URL) for a secondary party of the one or more secondary parties to join the two-way communication channel and providing the URL to a third communication endpoint associated with the secondary party. The method includes initiating, upon detecting that the secondary party clicked the URL, the at least three-way conversation between the primary party, the secondary party, and the one or more brand agents via the two-way communication channel.