Unified Mixed-Media Communication Review System
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Solution Overview
Problem
Existing electronic communication systems struggle to conveniently review and link mixed-media communications, such as phone calls, emails, and chat sessions, as these are typically stored in separate databases, making it difficult to determine their relatedness and requiring separate systems for access.
Innovation Solution
An electronic communication system that uses an identifier to link mixed-media communications, allowing them to be accessed and reviewed through a single application, incorporating modules for keyword analysis and formatting, and including a voice-to-text module for transcription, enabling easy interpretation and analysis of linked information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If multiple forms of electronic communications are recorded in separate databases, then individual communication recordings can be stored and accessed, but convenient review of mixed-media communications involving more than one type of communication is not allowed
Solution Approach 1:
The patent combines multiple separate communication databases (voice, text, email, social media) into a unified communication review system that presents all mixed-media communications related to a single customer interaction through one customer ID, allowing convenient review without requiring separate database access for each communication type
Solution Approach 2:
The communication review system is designed to handle multiple types of electronic communications (voice calls, text messages, emails, social media posts) through a single unified interface that can display and review all communication types together, making the system universal for mixed-media review purposes
2Loss of information
If multiple forms of electronic communications are recorded separately, then individual communication records can be maintained, but determination of relatedness of mixed-media communications across multiple forms is difficult
Solution Approach 1:
The patent uses customer ID as an intermediary key that links and associates multiple different communication types (voice, text, email, social media) together, allowing the system to determine and display the relatedness of mixed-media communications by retrieving all communications associated with the same customer ID in a unified presentation
3Adaptability or versatility
If separate systems are used for different communication types, then specialized handling of each communication type is possible, but single application access to all communication types is not enabled
Solution Approach 1:
The patent creates a universal communication review system that can access and display multiple types of electronic communications (voice calls, text messages, emails, social media posts) through a single application interface, eliminating the need for multiple separate systems while maintaining the ability to handle different communication types appropriately
Data Source
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AI summary
A method and system for transmitting, reviewing, and analyzing mixed-media communications are disclosed. The system includes one or more databases to store information in multiple formats. The information in multiple formats can be reviewed using a single application on a device for easy review and analysis of the mixed media communications.