Multi-mode asynchronous communication host device
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Solution Overview
Problem
Current customer service systems are inadequate, unreliable, and synchronous, often requiring a single mode of communication, which can be interrupted, making it difficult to complete transactions efficiently and effectively.
Innovation Solution
A method and apparatus for multi-mode asynchronous communication that allows for receiving and sending communications across different modes (e.g., email, SMS, voice) at various times, with a host device storing and displaying these interactions in a persistent record, enabling seamless continuation of customer service processes across multiple devices and communication modes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a single mode of communication is used to complete a transaction, then the communication process is simple and straightforward, but the system becomes unreliable and vulnerable to interruptions
Solution Approach 1:
The system enables transactions to be completed through multiple communication modes (voice, text, email, chat) rather than relying on a single mode. This multi-functionality ensures that if one communication channel is interrupted or unavailable, the transaction can continue through alternative channels, thereby improving reliability without requiring fundamentally complex infrastructure changes
2Adaptability or versatility
If synchronous communication is used, then real-time interaction is achieved, but the system becomes inadequate when users need to be interrupted and resume later
Solution Approach 1:
The system performs preliminary actions by saving transaction state, user progress, and communication context before interruptions occur. When users resume communication, the system has already prepared the necessary information and restored the transaction state, eliminating the need for users to restart processes and reducing time loss from interruptions
3Ease of operation
If multiple communication modes are supported, then user flexibility and convenience are improved, but the infrastructure becomes complex and difficult to manage
Solution Approach 1:
The system introduces an intermediary layer (the communication management system) that handles the complexity of multiple communication modes. This intermediary translates various communication protocols and formats into a unified internal representation, allowing users to benefit from multi-mode communication convenience while the underlying infrastructure complexity is abstracted away and managed centrally
4Adaptability or versatility
If a unified multi-mode communication system is implemented, then transaction completion across different modes is enabled, but the system complexity and implementation difficulty increase
Solution Approach 1:
The system segments the communication functionality into independent, modular components that can be developed, tested, and deployed separately. Each communication mode (voice, text, email, chat) is handled by dedicated modules that interface with a common transaction management core, reducing implementation difficulty while maintaining comprehensive multi-mode capability
Data Source
AI summary
A method includes receiving at a host device a first communication associated with a transaction from at least one electronic device included in a set of electronic devices. The host device includes at least a memory, a processor, and a database. The first communication received at a first time and via a first communication mode. The method includes sending a response to the first communication at a second time after the first time and independent of the first time. The host devices receives a second communication associated with the transaction from the at least one electronic device at a third time. The first communication, the response to the first communication, and the second communication are displayable in a persistent record of the transaction regardless of a difference between the first time and the third time.