Incident Management Platform for Real-Time Customer Care

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Solution Overview

Problem

Conventional customer service systems face inefficiencies due to the complexity of searching through multiple computer systems to address user issues in real-time, leading to time-consuming processes and fragmented information access.

Innovation Solution

An integrated incident management platform that consolidates multiple computer systems into a single platform, allowing real-time recording and retrieval of historical interactions between users and associates, enabling faster incident reporting and resolution.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If multiple independent computer systems are used to store user information and incident reports, then data separation and security are improved, but system complexity and processing time increase

Engineering Contradiction:

Improvedata securityVSAvoidsystem complexity

Core Design Contradiction:

ReliabilityVSDevice complexity

Solution Approach 1:

The patent combines multiple independent computer systems into a single integrated computer system that consolidates user information storage and incident report storage into unified databases. This integration eliminates the need for separate systems while maintaining data security through centralized access control and audit trails, directly resolving the contradiction between data security and system complexity.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The integrated computer system performs multiple functions including storing user information, storing incident reports, retrieving historical interactions, and generating incident tickets within a single platform. This multi-functional approach replaces multiple specialized systems, reducing overall system complexity while maintaining security through unified authentication and authorization mechanisms.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Loss of information

If multiple independent computer systems are used to store user information and incident reports, then data organization is improved, but information retrieval time increases

Engineering Contradiction:

Improveinformation accessibilityVSAvoidprocessing time

Core Design Contradiction:

Loss of informationVSLoss of time

Solution Approach 1:

By merging user information and incident report storage into a single integrated system with unified databases, the patent enables simultaneous access to both data types through single queries. This eliminates the time required to switch between systems and aggregate data from multiple sources, while maintaining organized data structures for efficient retrieval.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The system pre-loads and caches frequently accessed user information and historical interactions in the integrated database, enabling rapid retrieval during incident reporting. This preliminary organization of data in the unified system reduces query processing time while maintaining data accessibility and integrity.

Inventive Principle:

Principle #10Preliminary action

3Adaptability or versatility

If manual searching through multiple systems is required to address user issues, then system modularity is maintained, but operational efficiency decreases

Engineering Contradiction:

Improvesystem flexibilityVSAvoidoperational efficiency

Core Design Contradiction:

Adaptability or versatilityVSProductivity

Solution Approach 1:

The patent integrates user management and incident reporting functionalities into a single computer system with unified databases, enabling automated retrieval of user information and historical interactions. This eliminates manual searching across multiple systems while maintaining system flexibility through modular database schemas and configurable access control policies.

Inventive Principle:

Principle #5Merging (Combining)

4Reliability

If real-time recording of all interactions is implemented, then fraud prevention is improved, but computing resource consumption increases

Engineering Contradiction:

Improvefraud preventionVSAvoidcomputing resources

Core Design Contradiction:

ReliabilityVSUse of energy by moving object

Solution Approach 1:

The system implements selective recording of interactions by capturing only relevant data elements such as user actions, system responses, and anomaly indicators during incidents. This partial recording approach provides sufficient fraud prevention capability while significantly reducing computing resource consumption compared to comprehensive real-time recording of all system activities.

Inventive Principle:

Principle #16Partial or excessive action

Data Source

PatentUS10785373B1Systems and methods for an incident management framework for user care

Publication Date: 2020.09.22 WALMART APOLLO LLC

AI summary

A system including one or more processors and one or more non-transitory computer-readable media storing computing instructions configured to run on the one or more processors and perform generating an incident report for an incident request received from a user device of a user; sending an application program interface (API) request to a management platform for customer care to identify the user; assigning the incident report to an associate user interface of an associate device of an associate; retrieving a customer record associated with the user from a database of the management platform for customer care; populating the associate user interface with the customer record; automatically recording in real-time a new record of a present interaction between the associate and the user for the incident report; and transmitting the new record for storage in the database of the management platform for customer care. Other embodiments are disclosed.