Mid-tier messaging system for seamless channel switching
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Solution Overview
Problem
Current customer service systems face challenges in seamlessly transitioning between messaging channels, such as from chatbots to live representatives, leading to inefficiencies and increased costs due to the need for repeated information exchange and separate integrations with multiple message provider services.
Innovation Solution
A mid-tier messaging system that facilitates seamless channel switching between messaging interfaces and message providers by performing cross-channel authentication and providing message history, allowing for easy integration and management of various services through APIs, thereby recommending optimal communication channels and streamlining customer support interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If separate integrations are implemented with each message provider service, then the system can support multiple messaging channels, but the integration and maintenance costs increase significantly
Solution Approach 1:
The patent implements a mid-tier messaging service that acts as an intermediary layer between the customer service system and multiple message provider services. This mid-tier service receives messages from the customer service system, determines the appropriate message provider service based on the communication channel, and routes messages accordingly. This eliminates the need for separate integrations with each message provider service, as the mid-tier service handles all communications centrally, thereby reducing integration complexity while maintaining support for multiple messaging channels.
2Ease of operation
If customers switch from bot to live representative, then better service can be provided, but customers must restart communication and provide information again
Solution Approach 1:
The patent implements a mid-tier session that is established when the customer initially contacts the system and maintains across channel transitions. The mid-tier messaging service stores the session information and message history, so when a customer transitions from a bot to a live representative, the session is preserved and the customer's information and communication history are automatically transferred. This eliminates the need for customers to restart communication or provide information again, thereby reducing communication time while maintaining service quality.
3Reliability
If live customer support is provided, then customer issues can be resolved effectively, but wait times increase during peak periods
Solution Approach 1:
The patent implements a dynamic channel routing system where the mid-tier messaging service can flexibly route customers between different communication channels based on real-time conditions. During peak periods when live representatives are overwhelmed, the system can dynamically route customers to bot services or alternative channels. The mid-tier session ensures that customers can seamlessly switch between channels without losing their communication context, thereby reducing wait times while maintaining issue resolution effectiveness through appropriate channel selection.
Data Source
AI summary
A mid-tier messaging system receives a request to initiate a communication session via a first messaging channel that includes a first messaging interface of a first messaging application provided at a user device and a first message provider of a plurality of message providers. The mid-tier messaging system establishes a first session that is mapped to the communication session. The mid-tier messaging system establishes the communication, using the first session, between the first messaging interface and the first message provider. The mid-tier messaging system provides, through the first session, first message communications between the first message provider and the first messaging interface. The mid-tier messaging system seamlessly switches to a second message provider service when the first message provider service cannot service an intent of the first communication session.