Omnichannel Communication System for Context-Aware Customer Conversations
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Solution Overview
Problem
Enterprises face challenges in maintaining continuous communication with customers across multiple channels, leading to isolated and disconnected conversations, which can frustrate customers as they often need to repeat information previously disclosed in different communication sessions.
Innovation Solution
An omnichannel communication system that enables automatic and dynamic conversations across various channels by using a communication flow builder to specify logic flows for interacting with customers, allowing for seamless transitions and resuming conversations based on previous interactions through a unified customer profile and reference values.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If enterprises use multiple communication channels to reach customers, then communication coverage is improved, but communication continuity deteriorates due to isolated and disconnected conversations across channels
Solution Approach 1:
The patent merges multiple isolated communication channels into a unified omnichannel system where customer interactions across different channels (email, SMS, social media, chat) are consolidated and connected through a central platform, enabling continuous conversation history to be maintained across channel transitions
Solution Approach 2:
The patent introduces an intermediary omnichannel communication system that acts as a mediator between various communication channels and the enterprise, managing customer context and conversation flow across channels to ensure continuity without requiring customers to repeat information
2Quantity of substance
If enterprises broadcast messages across multiple communication channels, then message delivery reach is improved, but customer experience deteriorates due to need for repetitive information sharing
Solution Approach 1:
The patent implements feedback mechanisms where the omnichannel system continuously tracks and stores customer responses and interactions across all channels, using this feedback to maintain accurate customer context profiles that prevent repetitive information requests and personalize subsequent communications
Solution Approach 2:
The patent applies preliminary action by pre-establishing unified customer profiles that consolidate information from all previous interactions across channels before new communications occur, allowing the system to proactively avoid requesting information that already exists in the customer profile
3Extent of automation
If chatbots are deployed on individual communication channels, then automation extent is improved, but information continuity deteriorates as chatbots become unaware of previous communication sessions
Solution Approach 1:
The patent makes chatbots universal by enabling them to function across multiple communication channels while maintaining a single shared context through the omnichannel system, allowing a chatbot to recognize and continue conversations from any channel rather than being channel-specific
Data Source
AI summary
A plurality of communication channels available to initiate a communication session with a message recipient are determined. The communication session is initiated by providing a first message to the message recipient via a select communication channel of the determined communication channels. An indication of a response to a plurality of response options provided in the first message is received from the message recipient via the selected communication channel. The communication session with message recipient is resumed via a second communication channel that is different than the selected communication channel by providing to the message recipient a second message.