Message Management Server Cross-Channel Delivery Automation
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Solution Overview
Problem
Existing communication systems face challenges in transmitting messages designed for one channel to another, leading to changes in message appearance, content, and effectiveness, and often result in undeliverable messages, especially in interactive communication scenarios.
Innovation Solution
A message management server platform that allows message publishers to create message series with triggers for interactive sessions, such as live chats, and automatically identifies and engages message recipients across different communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If messages are transmitted through a single channel or limited set of channels, then technical complexity is reduced, but communication effectiveness and deliverability deteriorate
Solution Approach 1:
The patent implements a multi-channel message transmission system where a single message can be delivered through multiple communication channels (SMS, email, push notifications, in-app messages). The system automatically selects and switches between channels based on delivery status, ensuring communication effectiveness without requiring complex manual intervention for each channel.
Solution Approach 2:
The patent introduces an intermediary message management system that handles the complexity of multi-channel transmission. This intermediary layer manages channel selection, message routing, and delivery tracking, shielding the user from technical complexity while maintaining high communication effectiveness through automated channel switching.
2Adaptability or versatility
If an organization equips technical specialty to switch messages between channels, then communication versatility improves, but device complexity and operational difficulty increase
Solution Approach 1:
The patent implements automated channel switching where the system itself monitors message delivery status and automatically selects alternative channels without human intervention. The system self-manages the complexity of multi-channel coordination, providing communication versatility while eliminating the need for users to possess technical specialty knowledge.
Solution Approach 2:
The patent pre-configures multiple communication channels and establishes automated rules for channel selection and switching. This preliminary setup allows the system to adaptively switch between channels in real-time without requiring complex operational decisions during message transmission, reducing both technical complexity and operational difficulty.
3Reliability
If message appearance and content are adapted to different channels, then communication effectiveness improves, but loss of original message integrity increases
Solution Approach 1:
The patent creates channel-specific copies of the original message that are optimized for each communication channel's format and requirements. Each copy maintains the core message integrity while adapting appearance and content structure to suit the target channel, ensuring deliverability without permanently altering the original message.
Solution Approach 2:
The patent segments the message into core content and channel-specific formatting elements. The core message remains intact and consistent across all channels, while only the presentation layer is adapted to each channel's requirements. This segmentation preserves message integrity while improving deliverability across diverse communication channels.
4Reliability
If interactive communication features are added to enable recipient engagement, then communication effectiveness improves, but device complexity and operational difficulty increase
Solution Approach 1:
The patent implements automated interactive communication where the system automatically initiates follow-up messages, surveys, and live chat sessions based on recipient responses. The system self-manages the complexity of interactive workflows, allowing recipients to engage naturally without requiring operators to manage complex interaction protocols.
Solution Approach 2:
The patent incorporates automated feedback loops where recipient responses trigger predefined communication workflows. The system monitors recipient engagement and automatically adjusts subsequent communication strategies, simplifying operational complexity while maintaining effective interactive communication through rule-based automation.
Data Source
AI summary
A message management server may receive selections, from a message publisher, to build a message series. The message series includes one or more messages and a live chat triggering condition. The message management server may generate a message series preview of the message series. The message series preview includes a simulation of a message in the message series. The message management server may receive a command from the message publisher to launch the message series. The message management server may transmit at least one of the messages in the message series to an end user. The message management server may determine that the live chat triggering condition is met. The message management server may launch a live chat based on the live chat triggering condition being met. The live chat connects the end user to a natural person agent.