Multimode Service Communication Configuration for Transactions

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Solution Overview

Problem

Conventional customer service communication systems are limited to a single mode of communication, failing to meet the evolving needs of customers who require multiple modes of interaction during a communication session, leading to an inadequate customer experience.

Innovation Solution

A method and apparatus that enable multiple modes of communication by receiving a communication from a customer device via a first medium, retrieving a customer record, designating the communication as active, and updating the record to permit additional communication options, including SMS and email, allowing for simultaneous voice, text, and visual interactions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If a single communication medium is used for customer service, then the system complexity is reduced and ease of operation is improved, but the adaptability and versatility of communication options deteriorate

Engineering Contradiction:

Improvecommunication optionsVSAvoidsystem complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The customer service system is designed to support multiple communication media (voice, text, video, email, SMS) within a single unified platform. The system can handle different communication types through a common architecture, allowing customers to switch between or combine multiple communication modes during a single service session, thereby achieving multi-functionality without proportionally increasing complexity

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The system dynamically adapts communication options based on customer needs, device capabilities, and session context. Communication channels can be activated, deactivated, or switched during the session as required, allowing the system to flexibly adjust its communication capabilities rather than being fixed to a single mode

Inventive Principle:

Principle #15Dynamics

2Adaptability or versatility

If multiple communication media are supported simultaneously, then customer service adaptability is improved, but the device complexity and system configuration become more complex

Engineering Contradiction:

Improvecommunication media supportVSAvoidsystem configuration

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The system automatically manages multiple communication channels without requiring manual configuration for each medium. It self-configures by detecting customer device capabilities, session requirements, and communication preferences, thereby simplifying operation while maintaining support for diverse communication media

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system performs preliminary detection and configuration of available communication channels before the customer service session begins. By pre-establishing which media are available and configuring the communication framework in advance, the system reduces the operational complexity during the actual service interaction

Inventive Principle:

Principle #10Preliminary action

3Loss of information

If multiple communication channels are permitted during a session, then customer experience and information delivery are improved, but the loss of time for managing multiple channels increases

Engineering Contradiction:

Improveinformation delivery completenessVSAvoidtime to manage communication channels

Core Design Contradiction:

Loss of informationVSLoss of time

Solution Approach 1:

The system merges multiple communication channels into a single unified session framework. Instead of treating voice, text, video, and email as separate interactions requiring separate management, the system combines them into one coordinated session, allowing information to flow across channels without requiring the customer to repeatedly establish connections or manage separate interactions

Inventive Principle:

Principle #5Merging (Combining)

4Quantity of substance

If a unified system supports multiple communication modes, then the quantity of communication options increases, but the device complexity increases

Engineering Contradiction:

Improvecommunication optionsVSAvoidsystem architecture

Core Design Contradiction:

Quantity of substanceVSDevice complexity

Solution Approach 1:

The system architecture is segmented into modular functional components, each handling specific communication tasks or media types. This modular design allows the system to support multiple communication options by adding or activating specific modules rather than requiring a completely complex integrated system, thereby managing complexity while increasing capability

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS10735588B1Multimode service communication configuration for performing transactions

Publication Date: 2020.08.04 WEST TECH GRP LLC

AI summary

Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, determining the customer record has a pending status associated with a logged customer device action, transmitting an optional display link to the customer device via a second communication medium different from the first communication medium, receiving a selection from the customer device associated with the optional display link, identifying a third party candidate for processing the customer device action based on the at least one selection, transmitting a request to process the customer device action to the third party candidate, and transmitting a notification to the customer device responsive to receiving confirmation of the request from the third party candidate.