Intelligent Message Processing System for Customer Service Automation
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing message processing systems for customer services require users to take follow-up measures in person, leading to low message arrival and checking rates due to inconvenient push notifications and lack of personalized messaging, especially with multiple service providers.
Innovation Solution
An intelligent message processing system that generates optimal messages based on user situation and background information, using an interactive API for automatic dialogue between service providers and users, with an intelligent proxy server managing messages through a specific messenger API, reducing the need for users to take follow-up actions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If push messages are sent through traditional messengers, then message delivery is achieved, but message arrival and checking rates are low due to user inconvenience
Solution Approach 1:
The patent introduces an intelligent proxy server as an intermediary between service providers and users. This mediator integrates multiple service provider messages, personalizes them based on user profiles, and sends them through optimized channels, thereby improving message checking efficiency without compromising user convenience
Solution Approach 2:
The system dynamically changes message parameters such as delivery timing, channel selection, and content personalization based on user behavior patterns and preferences. This adaptive approach increases message relevance and checking rates while maintaining ease of use
2Adaptability or versatility
If multiple service providers send messages directly to users, then service coverage is comprehensive, but message management complexity increases
Solution Approach 1:
The intelligent proxy server merges messages from multiple service providers into a unified communication channel. By consolidating these messages and applying intelligent routing and personalization, the system achieves comprehensive service coverage while simplifying the overall message processing architecture
3Reliability
If users must take follow-up actions in person, then service accuracy is ensured, but time consumption increases
Solution Approach 1:
The system enables automated follow-up actions through intelligent dialogue and API integration. Users can complete service follow-ups through automated interactions with the intelligent proxy server, maintaining service accuracy while eliminating the need for time-consuming in-person actions
Data Source
AI summary
An intelligent message processing system includes: a service provider server configured to generate and send a message related to a customer service; a user terminal configured to receive a beginning message from the service provider server, make the beginning message pop up based on user situation information, and perform automatic dialogue through an interactive application program interface (API) when a message is received from an intelligent proxy server after the user selects the beginning message; and an intelligent proxy server configured to act as a proxy for processing the message related to the customer service instead of the service provider server through the interactive API by communicating with the user terminal, receive an additional/following-up service message about the user from the service provider server, and perform automatic dialogue with the user terminal through the interactive API based on the additional/following-up service message when the user selects the beginning message.