In-Application Message Delivery via Remote Trigger Correlation
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Solution Overview
Problem
Current customer engagement systems struggle to deliver coordinated and timely in-application messages across multiple devices, such as computing devices and video display devices, due to limitations in tracking and correlating user activities across these platforms, leading to suboptimal user experience and engagement.
Innovation Solution
Implementing a customer engagement service that correlates user computing devices with video display devices by analyzing usage patterns and session overlap, allowing for the coordination of message delivery across devices based on up-to-date user-specific information and trigger conditions, even when triggered by remote server events.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a campaign is implemented by the software application to deliver in-application messages, then message delivery can be controlled based on triggering events, but the campaign is only aware of triggering events that occur within the software application itself or the user's computing device, making it unable to respond to trigger events noted by separate servers
Solution Approach 1:
The patent introduces a push notification service as an intermediary component that bridges the software application and separate servers. When a trigger event occurs on a separate server, the server sends a push notification through this service to the computing device, which then delivers it to the software application. This intermediary mechanism enables the application to be aware of and respond to remote trigger events without having direct awareness or connection to them, resolving the contradiction between maintaining application-level campaign control and gaining awareness of server-level events.
2Adaptability or versatility
If the system attempts to coordinate message delivery across multiple devices including video display devices, then user engagement is enhanced, but it becomes very difficult to determine which video display devices an individual commonly uses
Solution Approach 1:
The patent employs feedback mechanisms where the system monitors and tracks user interactions with video display devices. By observing usage patterns, session data, and device correlation information, the system builds knowledge about which video display devices individuals commonly use. This feedback loop transforms the initially difficult detection problem into a manageable one, enabling coordinated message delivery across multiple devices while maintaining accuracy in device identification.
3Productivity
If in-application messages are delivered frequently to highly engaged customers, then customer engagement is strengthened, but customers that are not highly engaged may find frequent messages undesirable
Solution Approach 1:
The patent applies local quality by customizing message delivery frequency and characteristics according to individual customer engagement levels. The system segments the customer base and applies different messaging strategies to different segments: highly engaged customers receive frequent messages to strengthen their engagement, while less engaged customers receive fewer or differently timed messages to avoid annoyance. This localized approach to message delivery ensures that each customer receives appropriate communication frequency based on their specific engagement status, resolving the contradiction between maintaining high productivity and avoiding harmful effects.
Data Source
AI summary
Systems and methods for presenting an in-application message to a user of a software application make use of trigger events that occur on remote servers. When a remote server notes a trigger event, the remote server sends information about the trigger event to a customer engagement service. The customer engagement service causes a push notification to be sent to a user's computing device that is running a software application. The receipt of the push notification causes a campaign within the software application to log a trigger event, and that logged trigger event causes the campaign to present the user with an in-application message.