Message Processing System with Interactive History Link Generation
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Solution Overview
Problem
Conventional communication systems fail to provide business users with an efficient way to access interactive history and context between senders and recipients, leading to low productivity during interactions, as users must manually search across multiple web pages and applications to find relevant customer information.
Innovation Solution
A system that processes incoming messages by determining previous transactions between senders and recipients, generating a list of action candidates based on this history, allowing users to select appropriate actions directly, using a combination of caller-oriented and user-oriented search engines integrated with an enterprise information system.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If users manually search for customer information across multiple web pages and applications, then they can access complete customer data, but user productivity decreases due to time-consuming manual searching
Solution Approach 1:
The system performs preliminary action by proactively retrieving and preparing customer information, interaction history, and relevant context data before the user needs it. When a communication arrives, the system has already queried the enterprise information system for previous transactions and generated action candidates, so the user receives a pre-assembled information package rather than having to manually search through multiple applications.
Solution Approach 2:
The system introduces an intermediary layer between the user and the enterprise information system. Instead of the user directly navigating through multiple web pages and applications, the message processing system acts as a mediator that queries the enterprise information system, processes the results, and presents relevant information in a consolidated format with suggested actions.
2Loss of information
If users access customer information through a portal requiring multiple steps, then they can find complete transaction history, but the process becomes complex and time-consuming
Solution Approach 1:
The system merges multiple information sources and access paths into a single consolidated view. It combines customer profile information, interaction history, transaction records, and relevant context data that would traditionally be scattered across multiple applications and web pages into a unified information package presented in one location, eliminating the need for users to navigate through multiple steps.
Solution Approach 2:
The system extracts only the relevant information needed for the current communication context from the enterprise information system. Instead of presenting the complete transaction history or requiring users to search through all available data, the system extracts and filters the specific information related to the current interaction, such as previous transactions with this customer and relevant action candidates.
3Productivity
If the system provides comprehensive action links and context, then user productivity increases, but the system complexity increases
Solution Approach 1:
The system applies partial action by providing only the necessary action links and context information relevant to the current communication scenario. Instead of presenting all possible actions or exhaustive information, the system generates a curated list of action candidates based on the message type, customer history, and interaction context, which provides sufficient functionality without overwhelming complexity.
Solution Approach 2:
The system performs self-service by automatically querying the enterprise information system, retrieving customer data, generating action candidates, and presenting information without requiring user initiation. The system autonomously processes the message, determines relevant context, and prepares response options, reducing the burden on the user while managing system complexity through automation.
Data Source
AI summary
Techniques for processing messages based on interactive history and context between a sender and a recipient are described herein. In one embodiment, a process includes, but is not limited to, in response to a message to be received by a recipient from a sender over a network, determining one or more previous transactions associated with the sender and the recipient, the one or more previous transactions being recorded during course of operations performed within an entity associated with the recipient, and generating a list of one or more candidates of interactive history links based on the determined one or more previous transactions, such that the recipient is able to select one or more of the candidates of interactive history links to be performed for responding the message of the sender. Other methods and apparatuses are also described.