Interfacing Unit for Multi-Vendor Chat Server Integration
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Solution Overview
Problem
Existing chat server systems fail to effectively integrate multiple chat servers from different vendors, lack integration with customer relationship management (CRM) applications, and do not share metadata during conversations, limiting their ability to provide comprehensive services to users.
Innovation Solution
An interfacing unit that manages multiple chat servers within a single chat session by identifying suitable servers based on user inputs and configuration data, allowing seamless interaction with various service applications and CRM systems, and transferring control between chat servers as needed to provide a unified user experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple chat servers from different vendors are used, then service functionality and versatility are improved, but system complexity and integration difficulty increase
Solution Approach 1:
The patent introduces an interfacing unit as an intermediary component that sits between the user and multiple chat servers from different vendors. This interfacing unit handles all integration complexity internally, managing server selection, metadata sharing, and coordination transparently. The user interacts with a unified interface while the interfacing unit routes requests to appropriate chat servers and aggregates responses, thus enabling multi-vendor functionality without exposing system complexity to the user.
2Loss of information
If chat servers share metadata during conversations, then customer relationship management capability is improved, but information security and privacy management become more complex
Solution Approach 1:
The interfacing unit acts as a controlled intermediary for metadata sharing between chat servers and CRM systems. It implements privacy management policies by filtering, anonymizing, or selectively sharing only necessary customer information with CRM systems while maintaining conversation context. The interfacing unit establishes secure data flow paths and access controls, enabling effective CRM integration without requiring individual chat servers to implement complex privacy management themselves.
3Ease of operation
If an interfacing unit manages multiple chat servers, then ease of operation and user experience are improved, but device complexity increases
Solution Approach 1:
The patent merges the functionality of multiple independent chat servers into a unified interface through the interfacing unit. This unit combines server selection logic, conversation state management, metadata aggregation, and response routing into a single coordinated system. By merging these functions centrally, the patent simplifies the user experience - users interact with one unified chat interface rather than managing multiple separate chat sessions - while the interfacing unit handles the operational complexity of coordinating multiple backend servers.
Data Source
AI summary
An interfacing unit provided according to an aspect of the present disclosure facilitates an user to be serviced based on multiple chat servers in a single chat session. In an embodiment, the interfacing unit receives a request on a chat session for a chat conversation from a user, identifies a first suitable chat server for generating responses for the chat conversation, and forwards a first sequence of inputs received from the end user to the first suitable chat server. The corresponding responses are forwarded back to the end user. The interfacing unit then forwards a received second sequence of inputs to a second chat server to generate a second sequence of messages corresponding to the second sequence of inputs. The interfacing unit forwards the second sequence of messages as respective responses to the second sequence of inputs.