Resilient Interaction Servicing Fabric for Data Center Partition Balancing
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Solution Overview
Problem
Large corporate organizations face challenges in efficiently and accurately handling a high volume of customer service interactions, particularly in routing and processing requests across a complex organizational structure.
Innovation Solution
A method implemented by at least one processor that receives and processes customer service requests by obtaining request-specific and user-specific information, analyzing it to determine suitable microservices for handling the interactions, and routing the information to the appropriate destinations within the organization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional customer service request handling methods are used in large corporate organizations, then the organizational structure can maintain its existing complexity, but the efficiency and accuracy of handling high volume customer service interactions deteriorates
Solution Approach 1:
The patent segments the customer service request handling process into distinct microservices that can be independently deployed and managed. Each microservice handles a specific aspect of request processing (routing, analysis, information gathering, etc.), transforming the monolithic organizational structure into modular, manageable units that improve efficiency without increasing overall system complexity
Solution Approach 2:
The patent introduces an interaction servicing fabric as an intermediary layer between customers and the corporate organization's internal systems. This fabric includes components like the interaction services routing and handling module, microservice registry, and event bus that mediate request routing and processing, simplifying the interaction interface while maintaining internal complexity management
2Measurement precision
If manual routing and processing methods are used for customer service requests, then system complexity can be kept low, but the accuracy and timeliness of request handling deteriorates
Solution Approach 1:
The patent implements self-service mechanisms where the system automatically analyzes request-specific and user-specific information, determines appropriate microservices, and routes requests without manual intervention. The interaction services routing and handling module autonomously performs routing decisions based on analyzed data, improving accuracy while the modular architecture keeps complexity manageable
Solution Approach 2:
The patent incorporates feedback mechanisms where the system continuously monitors request processing outcomes, microservice performance, and routing effectiveness. This feedback is used to refine routing algorithms and improve future request handling accuracy, creating a self-improving system that manages complexity through learning rather than increasing structural complexity
3Reliability
If comprehensive information analysis is performed for each customer service request, then routing accuracy improves, but processing time and system complexity increases
Solution Approach 1:
The patent performs preliminary actions by pre-analyzing and categorizing request-specific and user-specific information as requests arrive. The interaction services routing and handling module prepares routing decisions in advance by analyzing available information immediately upon request receipt, reducing subsequent processing time while maintaining accuracy through thorough initial analysis
Solution Approach 2:
The patent implements dynamic processing where the depth and type of information analysis adjusts based on request characteristics, user history, and system state. The system dynamically determines the appropriate level of analysis for each request, performing comprehensive analysis only when necessary, thereby maintaining high reliability while minimizing average processing time
Data Source
AI summary
A system and a method for overcoming a partial failure of an application in a telephony communication system are provided. The method includes: receiving information indicating that a first application has experienced a partial failure; receiving, from each of a plurality of applications, metadata that relates to a corresponding ordered priority of partitions, a corresponding Availability Zone from among a plurality of Availability Zones in which the respective application is located, and a corresponding instance index within the corresponding Availability Zone; sorting the received metadata with respect to the corresponding Availability Zone and with respect to the corresponding instance index; and reassigning, based on a result of the sorting, the first application to an instance index within the Availability Zone in which the first application is located such that a number of the partitions within instance indexes in the corresponding Availability Zone is balanced.