Modular Communication Routing for Multi-Channel Database Access
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Solution Overview
Problem
Existing cloud computing environments face challenges in supporting a wide variety of communication channels and services, requiring cumbersome manual configuration and limited routing options, which hinder flexibility and customization for tenants and partners.
Innovation Solution
Implementing a custom communication package generated by a generative language model, allowing tenants and partners to modularize contact centers, configure routing protocols, and integrate third-party communication channels, with adaptive routing based on AI models and encoded rules.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If manual configuration is used for communication channels, then system stability is maintained, but device complexity and ease of operation deteriorate due to cumbersome configuration processes
Solution Approach 1:
The system enables automatic self-configuration of communication channels through AI-generated code and automated routing protocols. The communication manager automatically detects available channels, configures appropriate routing protocols, and establishes connections without requiring manual intervention, thereby dramatically improving ease of operation while managing complexity through automation
Solution Approach 2:
The system performs preliminary configuration actions by pre-establishing communication channel templates and routing protocols before actual communication needs arise. The AI model pre-generates configuration code and the system pre-configures multiple routing options, so that when communication is needed, the setup is already in place or can be rapidly deployed
2Adaptability or versatility
If fixed routing options are implemented, then system reliability is improved, but adaptability deteriorates due to limited routing choices
Solution Approach 1:
The system implements dynamic routing where the communication manager can select from multiple routing protocols based on real-time conditions. The system maintains several predefined routing options (email, SMS, push notifications, in-app messages) and dynamically chooses the most appropriate one based on contact preferences, message type, and delivery requirements, thereby achieving both adaptability and reliability
Solution Approach 2:
The system creates a universal communication framework that supports multiple communication channels and routing protocols through a single unified interface. The communication manager can handle various message types across different channels using the same core infrastructure, allowing the system to adapt to different routing needs while maintaining consistent reliable delivery through proven protocols
3Ease of manufacture
If custom communication packages are generated using AI models, then ease of manufacture and adaptability improve, but device complexity increases due to integration requirements
Solution Approach 1:
The system replaces manual package creation processes with AI-generated code. The AI model automatically generates communication package configurations, routing protocol selections, and integration code based on specified requirements, eliminating the need for manual programming and significantly easing the creation process while the automated generation manages the complexity burden
Data Source
AI summary
A database system in a computing system may store data records communication contact information for accounts. A communication package repository may store a communication package definition configured by an external entity and defining access information for a communication channel outside of the computing system via an external computing system managed by the external entity. A tenant space may store packages installed for a tenant. A communication interface may expose a communication access service receiving from the external computing system a request to establish communication with the tenant from a remote computing device. An agent client machine interface may create a communication session between the remote computing device and an agent client machine authenticated to an agent account.