Multi-Channel Communication Routing With AI-Generated Package Control
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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, enabling modularization of contact centers, customizable routing protocols, and integration with third-party communication channels using artificial intelligence models.
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 self-service through automated package generation using generative language models. Tenants can create communication channel configurations by simply providing natural language descriptions, and the system automatically generates the technical configuration details, eliminating manual configuration efforts while maintaining system stability through structured generation processes
Solution Approach 2:
The patent replaces manual mechanical configuration processes with AI-based automated generation. Instead of users manually navigating complex configuration interfaces and filling numerous fields, a generative language model processes natural language inputs and automatically generates complete configuration packages, substituting the mechanical manual configuration system with an intelligent automated system
2Adaptability or versatility
If standardized routing protocols are implemented, then system reliability is improved, but adaptability deteriorates due to limited routing options
Solution Approach 1:
The system implements dynamic routing through sentiment analysis and real-time feedback processing. Routing protocols adapt based on current communication sentiment, agent skills, and performance feedback, allowing the system to dynamically adjust routing decisions while maintaining reliability through structured analysis frameworks and predefined adaptation rules
Solution Approach 2:
The patent changes routing parameters based on sentiment analysis results and performance feedback. The system adjusts routing decisions by modifying parameters such as agent selection criteria, channel priority, and conversation distribution rules, enabling adaptable routing while maintaining system reliability through controlled parameter adjustment mechanisms
3Ease of operation
If custom communication packages are generated using AI models, then ease of operation and adaptability improve, but device complexity increases due to integration requirements
Solution Approach 1:
The system introduces an intermediary generative language model layer between user natural language inputs and the underlying communication system. This intermediary automatically translates high-level user intentions into detailed technical configurations, handling integration complexity internally while presenting a simple interface to users, thus improving ease of operation without exposing users to integration complexities
Solution Approach 2:
The generative language model serves multiple functions: it interprets user intent, generates configuration code, validates package integrity, and handles integration with various communication channels. This universal component manages diverse integration requirements through a single unified interface, improving ease of operation while consolidating complexity into a specialized multi-functional system
Data Source
AI summary
A communication session may be established via a designated communication channel from an end point through an external computing system and the computing services environment to a client machine authenticated to a database system account for an agent of a tenant of the computing services environment. The communication session may be established in accordance with a designated communication package definition configured by an external entity and defining protocol information for the designated communication channel. Messages may be sent from the client machine to the end point through the computing services environment via the communication session in accordance with the designated communication package definition. Transmitting the messages may include receiving an indication of an event detected at an event handler in a user interface component included in a user interface presented at the client machine.