Language Operator Analysis With UI Feedback for Communication Triage

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Solution Overview

Problem

The increasing volume of communications between entities and their representatives poses challenges in efficiently monitoring, triaging, and summarizing large volumes of data, with existing systems lacking flexibility and adaptability to handle variations in terminology and phrasing.

Innovation Solution

A machine-learning-based system with an enterprise intelligence platform (EIP) that utilizes customizable language operators, allowing users to select, configure, and fine-tune operators through interactive UIs, incorporating user feedback for continuous improvement, and optimizing analysis on small screens.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If traditional communication analysis systems are used, then basic monitoring and summarizing can be performed, but the systems lack flexibility and adaptability to handle variations in terminology and phrasing

Engineering Contradiction:

Improveadaptability to handle variations in terminology and phrasingVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The system implements dynamic adaptability through continuous learning mechanisms where the language model evolves based on user feedback and new data. The analysis capabilities are not static but dynamically adjust to handle variations in terminology and phrasing over time, resolving the contradiction between adaptability and complexity by making the system self-improving rather than manually reconfigurable

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system incorporates feedback loops where user interactions and correction data are continuously fed back into the training process. This allows the language model to learn from real-world usage patterns and improve its adaptability to different terminology and phrasing variations without requiring complete system redesigns

Inventive Principle:

Principle #23Feedback

Solution Approach 3:

The system changes its operational parameters by adjusting model confidence thresholds, analysis depth, and processing filters based on the specific communication context. This allows flexible adaptation to different terminology styles while maintaining manageable system complexity through parameter adjustment rather than structural overhaul

Inventive Principle:

Principle #35Parameter changes

2Productivity

If manual review and analysis of communications is performed, then high accuracy can be achieved, but the process is time-consuming and inefficient for large volumes

Engineering Contradiction:

Improveprocessing speed for large volumes of communicationsVSAvoidanalysis accuracy

Core Design Contradiction:

ProductivityVSMeasurement precision

Solution Approach 1:

The system introduces an intelligent language model as an intermediary between raw communications and human reviewers. This intermediary performs initial analysis, filtering, and prioritization at high speed, while human reviewers focus on validating and refining critical cases, thus achieving both high productivity and maintained precision through collaborative processing

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system applies partial automation where the language model handles the majority of routine analysis tasks at high speed, while reserving human review for specific high-stakes or ambiguous cases. This partial application of automated analysis maintains acceptable accuracy levels while dramatically improving overall processing throughput

Inventive Principle:

Principle #16Partial or excessive action

3Loss of information

If comprehensive analysis of all communication details is performed, then complete understanding is achieved, but navigation and review become unwieldy on small screens

Engineering Contradiction:

Improvecompleteness of communication analysisVSAvoidusability on small screens

Core Design Contradiction:

Loss of informationVSEase of operation

Solution Approach 1:

The system segments comprehensive communication analysis into hierarchical layers: key insights are presented prominently at the top level, while detailed analysis elements are organized into collapsible sections and paginated views. This segmentation allows complete information to be available while presenting only essential elements on small screens at any given time

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system transitions from two-dimensional screen space constraints to multi-dimensional information organization by using vertical scrolling, hierarchical folding/unfolding of analysis sections, and temporal pagination. This allows comprehensive analysis data to be accessed through multiple navigation dimensions rather than being constrained by limited horizontal screen real estate

Inventive Principle:

Principle #17Another dimension (Dimensionality change)

Data Source

PatentUS12513099B2Capturing output of language operator-based communication analysis

Publication Date: 2025.12.30 TWILIO INC

AI summary

A method and system for automatically analyzing and/or summarizing communications using language operators, the method receiving a definition of a language operator, the definition comprising one or more phrases indicative of a match to a concept associated with a communication; surfacing, in a UI, one or more results of applying the language operator to the communication, the surfacing of each result of the one or more results using an interactive UI element linked to one or more communication phrases, the interactive UI element highlighting a match between the concept and the one or more communication phrases; and training a machine learned (ML) model to improve an accuracy of the result based on one or more inputs received via the UI.