Multi-Channel Interaction Flow Translation for Unified Communication Systems
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Solution Overview
Problem
Companies face challenges in developing interaction sites that can handle multiple communication channels efficiently, as existing solutions require separate development for each channel, leading to increased costs and complexity in managing and maintaining these sites.
Innovation Solution
A multi-channel communications system that uses an interaction flow processor to identify the communication channel used by a user device, translates interaction flow documents into channel-specific code, and enables communication across various channels, including IVR, SMS, and email, allowing for a unified development platform for creating interaction sites that can be executed across multiple channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If separate development is performed for each communication channel, then channel-specific functionality can be optimized, but development costs and system complexity increase
Solution Approach 1:
The patent implements a universal interaction site development platform that can deploy across multiple communication channels (voice, email, chat, SMS) without requiring separate development for each channel. The system uses a single development environment that generates channel-agnostic interaction flows, which are then automatically adapted to each target channel's specific requirements through translation layers and channel adapters.
Solution Approach 2:
The patent introduces intermediary components including a translation service that converts universal interaction site code into channel-specific implementations, and channel adapters that mediate between the unified interaction site and various communication channels. These intermediaries enable seamless multi-channel support while maintaining a single source of truth for interaction logic.
2Reliability
If separate development is performed for each communication channel, then channel optimization is achieved, but maintenance costs increase
Solution Approach 1:
The system maintains a single universal interaction site definition that serves all communication channels, eliminating the need to maintain separate codebases for each channel. Updates and modifications are made once in the universal definition and automatically propagated to all channel-specific implementations, significantly reducing maintenance effort while preserving channel optimization.
Solution Approach 2:
The patent merges the maintenance of all channel-specific interactions into a single unified process. By combining the interaction logic, state management, and flow control into one universal definition, the system eliminates redundant maintenance activities across multiple separate development projects.
3Productivity
If a unified development platform is used for multiple channels, then development efficiency improves, but channel-specific customization capability may be reduced
Solution Approach 1:
The unified development platform provides multi-functional capabilities that enable creation of interaction sites suitable for multiple channels simultaneously. The system includes built-in channel detection and adaptation mechanisms that automatically adjust the universal interaction flow to match the specific characteristics and requirements of each communication channel being used.
Solution Approach 2:
The system applies local quality by allowing channel-specific customization at the appropriate level of abstraction. While the overall interaction flow is universal, the platform enables localized adjustments for each channel's specific requirements through translation services and channel adapters that modify only the necessary portions of the interaction for optimal channel-specific performance.
Data Source
AI summary
A request to execute an interaction site for enabling communications to be exchanged between a multi-channel communications system and a user device is received by an interaction flow processor. The interaction site is identified based on the request. An interaction flow document is accessed for the identified interaction site, the interaction flow document including code for initiating the interaction site between a user device and the multi-channel communications system using any one of multiple different communications channels including an interactive voice response channel. A communications channel used by the user device to contact the multi-channel communications system is determined. Based on the determined communications channel, the code of the interaction flow document is translated to code executable by the multi-channel communications system to enable the multi-channel communications system and the user device to exchange communications over the determined communications channel. A response is transmitted to the multi-channel communications system.