Dynamic Topic-Based Messaging Channels for Customer Service
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Solution Overview
Problem
Current in-app customer support systems are inefficient as they require manual triage of customer queries, cannot predict user problems, and burden users by forcing them to select categories before starting conversations, which hinders efficient routing and continuation of previous conversations.
Innovation Solution
An in-app messaging system that dynamically creates and updates topic-based channels, allowing users to easily select topics for conversations, which are then routed to the appropriate agent group or agent, enabling efficient conversation management without requiring app updates.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual triage by supervisor is used to route customer queries, then queries can be assigned to appropriate agents, but the process is inefficient and time-consuming
Solution Approach 1:
The system enables automatic query routing through self-service mechanisms where the system autonomously analyzes incoming messages, determines appropriate categories, and routes them to suitable agents without requiring manual supervisor intervention. This automation directly resolves the contradiction by eliminating the time-consuming manual triage process while maintaining effective query distribution.
Solution Approach 2:
The patent replaces the mechanical manual triage system with an automated computational system that uses natural language processing and machine learning algorithms to analyze customer queries, determine their categories, and route them appropriately. This substitution eliminates the need for human supervisors to manually sort and assign queries, dramatically improving efficiency and reducing time loss.
2Productivity
If user is forced to select a category before starting conversation, then routing can be improved, but user burden increases and conversation continuity is hindered
Solution Approach 1:
The system performs preliminary categorization action automatically by analyzing the user's message content and determining the appropriate category before the user needs to take any action. This preliminary automated classification improves routing efficiency without requiring the user to manually select categories, thus maintaining ease of operation while enabling effective routing.
Solution Approach 2:
The patent replaces the manual category selection mechanism with an automated natural language processing system that analyzes user messages and determines appropriate categories automatically. This substitution eliminates the need for users to navigate category menus and make selections, improving both routing efficiency and user convenience by allowing direct conversation initiation.
3Device complexity
If there is one chat thread at a time, then conversation management is simple, but users cannot continue previous conversations
Solution Approach 1:
The system segments the chat interface into multiple independent thread views that can be displayed simultaneously or accessed sequentially. Each conversation thread is treated as a separate, manageable unit with its own identifier and context. This segmentation allows users to access multiple previous conversations while maintaining the simplicity of individual thread management, resolving the contradiction between system simplicity and conversation continuity.
Solution Approach 2:
The patent introduces a temporal dimension to conversation management by allowing users to navigate between different time-based conversation threads. Instead of being constrained to a single linear chat sequence, users can access multiple conversation threads from different time periods, effectively adding a time dimension to the chat interface that enables conversation continuity while maintaining interface simplicity through organized thread display.
Data Source
AI summary
A computer-implemented process for displaying one or more message channels may include arranging the one or more message channels for a user of a computing system to view. Each of the one or more message channels may include a message channel icon, a message channel name, a message, a timestamp of the message, and a badge number.