Multi-Modal Service Architecture Unified Rule Set
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current multi-modal service architectures struggle to seamlessly integrate different communication modes and channels, such as voice, text, and graphics, due to the need for separate business logic and user interface implementations, which limits the ability to provide continuous and consistent services across various communication standards and protocols.
Innovation Solution
A multi-modal/multi-channel application tool architecture that uses a common rule set for user interface dialog management, allowing services to transition between different communication modes and channels using a single session, with a rules engine managing transitions and user interface templates stored separately to ensure consistency across different communication modes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If separate business logic and user interface implementations are used for each communication mode, then each mode can be optimized for its specific interface, but the system complexity increases and seamless integration between modes becomes difficult
Solution Approach 1:
The system is segmented into distinct layers: presentation layers specific to each communication mode (voice, text, graphics) and a common business logic layer. This segmentation allows each mode to have optimized user interfaces while sharing a unified backend, reducing overall system complexity and enabling seamless integration between modes.
Solution Approach 2:
A universal business logic layer is implemented that can serve multiple communication modes simultaneously. This common layer handles core service logic, data management, and coordination, allowing the system to provide consistent services across voice, text, and graphical interfaces without requiring separate implementations for each mode.
2Ease of operation
If dedicated agents are grouped and integrated with individual presentation layers for each communication mode, then each mode can have customized user interfaces, but the ability to provide continuous services across modes is limited
Solution Approach 1:
A common business logic layer acts as an intermediary between the mode-specific presentation layers and the underlying service infrastructure. This mediator coordinates interactions between different communication modes, manages state transitions, and ensures service continuity when users switch between voice, text, and graphical interfaces, while still allowing customized user interfaces for each mode.
3Productivity
If business logic is recreated for each group of agents, then each communication mode can have optimized processing logic, but the development and maintenance effort increases significantly
Solution Approach 1:
Business logic common to multiple communication modes is merged into a single shared implementation. The common business logic layer handles repetitive tasks such as data validation, state management, and service coordination, eliminating the need to recreate the same logic for each mode. Mode-specific optimizations are achieved through configuration and presentation layer customization rather than duplicating core business logic.
Data Source
AI summary
A computer with a processor and a memory is used to set instructions for both a first component of a service and a second component of the service. The instructions include a flow of dialogs to present to requesters of the service to obtain information. Each instruction includes a dialog to present to the requesters of the service to obtain information. The first component of the service is provided via a first user interface over a first communication channel using a first communication mode. The second component of the service is provided via a second user interface over a second communication channel using a second communication mode. The first component of the service and the second component of the service are provided continuously in a single session in accordance with the instructions using a common rule set of the instructions.