Multi-Tenant Feedback API for Communication Routing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current communication feedback systems are limited in their ability to impact communication infrastructure, as they are confined to individual applications and cannot effectively collect and utilize feedback across multiple tenant platforms, preventing holistic improvements in communication routing and quality.
Innovation Solution
A multi-tenant communication platform system that integrates a feedback API and communication routing engine, allowing feedback from distinct accounts to be generalized and normalized, enabling its application across the platform to impact communication routing, with features like rewards for feedback provision and weighted processing to ensure diverse and accurate quality assessments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If feedback is collected only within individual applications, then application-specific feedback processing is simple, but feedback cannot impact communication infrastructure and routing
Solution Approach 1:
The patent introduces a feedback API as an intermediary layer between applications and the communication routing engine. This API collects feedback from multiple applications, normalizes it, and transmits it to the routing engine, enabling infrastructure-level impact without requiring direct integration between each application and the routing engine.
Solution Approach 2:
The feedback API serves multiple functions: collecting feedback from diverse applications, normalizing different feedback formats, filtering and weighting feedback data, and transmitting processed feedback to the routing engine. This multi-functional component enables broad feedback impact while managing system complexity.
2Reliability
If feedback from multiple accounts is aggregated, then routing quality improves through diverse input, but system complexity increases due to normalization and weighting requirements
Solution Approach 1:
The system transforms feedback from multiple accounts by applying normalization parameters and weighting factors. Each feedback entry is adjusted using account-specific weights and normalized to a common scale, allowing diverse feedback to be aggregated meaningfully while maintaining routing quality through parameter-based standardization.
Solution Approach 2:
The patent implements a feedback loop where routing decisions are made based on aggregated feedback, and the results are monitored to adjust feedback weighting and normalization parameters. This continuous feedback mechanism improves routing quality over time while adapting the processing complexity to actual performance needs.
3Measurement precision
If feedback processing is centralized, then routing decisions benefit from comprehensive data, but processing time and computational resources increase
Solution Approach 1:
The feedback API performs preliminary normalization, filtering, and weighting of feedback data before transmission to the routing engine. By preprocessing feedback data in advance, the system reduces the computational burden during real-time routing decisions, maintaining assessment accuracy while reducing processing time.
Solution Approach 2:
The feedback processing system is segmented into distinct modules: collection, normalization, filtering, weighting, and transmission. This segmentation allows each module to operate independently and efficiently, reducing overall processing time while maintaining comprehensive data analysis for accurate routing assessments.
Data Source
AI summary
Systems and methods for updating a communication routing engine of a multi-tenant communication platform system. Responsive to a feedback message provided by an external system associated with a first account of the communication platform system, a communication routing engine of the communication platform system is updated based on the received feedback message. The feedback message relates to a first communication initiated on behalf of the first account of the communication platform system, and the first communication is initiated with a first communication route. The updated communication routing engine routes communications of a plurality of accounts of the communication platform system.