Live Chat Routing Across Websites for Private Real-Time Support

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Existing communication methods such as voice calls, video calls, and instant messaging lack real-time interaction, privacy, and flexibility, and do not support rich content sharing and immediate responses, while SMS lacks real-time confirmation and integration with phone calls.

Innovation Solution

A text call system enabling real-time messaging and communication through text calls, allowing users to exchange messages, reactions, and media, with integrated call management and centralized live chat support across multiple platforms.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Speed

If voice call or video call is used, then real-time communication is achieved, but privacy and flexibility are compromised

Engineering Contradiction:

Improvereal-time communicationVSAvoidprivacy loss

Core Design Contradiction:

SpeedVSObject-affected harmful factors

Solution Approach 1:

The patent replaces voice/video calls with text-based communication. Instead of using audio-visual channels that compromise privacy, the system uses text messaging interface that allows users to communicate in real-time while maintaining privacy through written words alone, without exposing voice or visual identity.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The patent introduces a text message interface as an intermediary between communicators. This intermediary layer allows real-time interaction while filtering out personal identifiers like voice tone and visual appearance, thus preserving privacy while maintaining communication speed.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Object-affected harmful factors

If instant messaging is used, then privacy is maintained, but real-time interaction and immediate responses are lacking

Engineering Contradiction:

Improveprivacy protectionVSAvoidreal-time interaction

Core Design Contradiction:

Object-affected harmful factorsVSSpeed

Solution Approach 1:

The patent implements read receipts and response tracking mechanisms that provide immediate feedback to senders. When a message is received and read, the system notifies the sender, creating a feedback loop that ensures real-time interaction while maintaining the privacy benefits of text-based communication.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The patent allows users to pre-configure communication preferences and auto-response settings before engaging in conversations. This preliminary setup enables immediate automated responses for common scenarios while preserving user privacy, and facilitates faster human responses when needed.

Inventive Principle:

Principle #10Preliminary action

3Ease of operation

If SMS is used, then simplicity is maintained, but real-time confirmation and integration with phone calls are lacking

Engineering Contradiction:

ImprovesimplicityVSAvoidreal-time confirmation

Core Design Contradiction:

Ease of operationVSReliability

Solution Approach 1:

The patent merges SMS simplicity with advanced messaging features by integrating text messaging with call management functions. The system combines the ease of SMS interface with real-time confirmation capabilities through read receipts, delivery status, and integration with phone call workflows, all within a unified messaging application.

Inventive Principle:

Principle #5Merging (Combining)

4Adaptability or versatility

If multiple communication platforms are used, then communication versatility is achieved, but device complexity increases

Engineering Contradiction:

Improvecommunication versatilityVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent creates a universal communication platform that handles multiple communication types (text messaging, voice calls, video calls) through a single interface. This multi-functional system eliminates the need for separate applications for different communication methods, reducing device complexity while maintaining versatility across all communication needs.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS20250379933A1Live chat client application for connecting with available agents of any website and application

Publication Date: 2025.12.11 RATHOD YOH

AI summary

The method and systems for automatically identified currently viewing website domain name or a uniform resource locator (URL), receiving, by the server, said automatically identified website domain name or the uniform resource locator (URL), a request or an invitation for initiating a communication including live chat, puts the request for initiating a communication including live chat from the first user and the second user in a communication including live chat queue of the website or the uniform resource locator (URL) associated account, for available or identified or relevant agents to pick up, routing request or invitation for initiating a communication including live chat from the first user and the second user according to a pre-set rules and start a communication including live chat by available agent by selecting particular request for initiating a communication including live chat from the queued communication including live chats.