Event Processing System for Disparate Customer Issue Integration
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Solution Overview
Problem
Large organizations face challenges in integrating disparate customer issue systems and channel systems, leading to incompatibilities that hinder seamless communication and customer service, as these systems are often incompatible and unable to share updates effectively.
Innovation Solution
An event processing system and indicator engine are introduced to create and display indicators in channel systems based on updates from customer issue systems, using standardized issue update records and machine learning models to determine when and how to alert employees or customers about issue status, ensuring timely intervention and improved customer service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple disparate customer issue systems are adopted to meet additional customer needs, then the organization's ability to serve diverse customer needs is improved, but system compatibility and integration capability deteriorate
Solution Approach 1:
The patent introduces an event processing system as an intermediary layer between disparate customer issue systems and channel systems. This mediator receives issue update records from multiple source systems, standardizes them into a common format, and distributes them to appropriate channel systems, thereby enabling integration without requiring direct compatibility between source systems.
Solution Approach 2:
The patent segments the integration architecture into distinct functional components: source systems that generate issue data, an event processing system that handles standardization and routing, and channel systems that display information to customers. This segmentation allows each component to be developed and maintained independently while achieving overall system integration.
2Ease of manufacture
If disparate customer issue systems operate independently, then each system can be optimized for its specific function, but information sharing and communication between systems deteriorate
Solution Approach 1:
The event processing system serves multiple functions: it receives data from various source systems, standardizes different data formats, routes information to appropriate channels, and enables real-time updates across the organization. This multi-functional intermediary eliminates information silos while preserving the independence of individual systems.
Solution Approach 2:
The system establishes feedback loops where issue updates from any source system are immediately processed and communicated to relevant channel systems and customers. This real-time feedback mechanism ensures that information flows freely across previously disparate systems, maintaining data consistency and enabling coordinated responses.
3Reliability
If real-time issue tracking across multiple systems is implemented, then customer service quality is improved, but system complexity and integration difficulty increase
Solution Approach 1:
The event processing system acts as a mediator that handles the complexity of real-time integration, allowing source systems and channel systems to remain relatively simple. The intermediary manages data standardization, routing, and synchronization, thereby achieving reliable real-time tracking without requiring complex modifications to individual systems.
Solution Approach 2:
The system transforms issue update records from various source formats into a standardized parameter structure that can be universally processed and distributed. By changing the data representation parameters to a common format, the system enables real-time tracking across disparate systems without requiring each system to understand others' proprietary formats.
Data Source
AI summary
Disclosed in some examples, are methods, systems, and machine readable mediums which provide an event processing system and indicator engine that provide indicators to one or more of the channel systems that pertain to a status of an issue experienced by a customer. The indicators are created in part based upon updates to the issue entered into a customer issue system and when displayed in a channel system, the indicators provide an indication that there is an update on the particular issue affecting the customer.