Omnichannel Interaction Data Model for Consistent Cross-Channel Journeys
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing omnichannel contact centers often operate in silos, leading to disjointed customer experiences due to lack of integration across communication channels, resulting in inefficient data management, inconsistent information access, and delayed or repetitive customer interactions.
Innovation Solution
A unified data model with a database schema that captures customer interactions across multiple channels, enabling a single query to provide a comprehensive view of customer journeys, reducing data duplication and improving data accessibility and system performance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If separate data structures are used for each communication channel, then each channel can be managed independently, but data duplication occurs and information consistency deteriorates
Solution Approach 1:
The patent merges previously separate data structures for different communication channels into a single unified data structure. This unified structure consolidates customer interaction data from all channels (voice, video, chat, email, etc.) into one coherent framework, eliminating data duplication and ensuring information consistency across channels while maintaining the ability to track channel-specific interactions.
2Adaptability or versatility
If multiple separate data structures are maintained for different channels, then channel-specific data can be stored, but processing time increases and system performance deteriorates
Solution Approach 1:
The unified data structure consolidates multiple channel-specific data structures into a single integrated framework. This merging eliminates the need to query and process separate data structures for each channel, thereby reducing processing time and improving system performance while still maintaining the ability to store and access channel-specific interaction data within the unified structure.
3Ease of manufacture
If channels operate in silos with separate data management, then each channel can be optimized independently, but integration across channels deteriorates
Solution Approach 1:
The unified data structure merges previously siloed channel data management systems into a single integrated framework. This allows the system to maintain channel-specific optimization capabilities while simultaneously ensuring high-quality integration across all channels through a common data foundation that enables consistent customer journey tracking and cross-channel analytics.
Data Source
AI summary
Described herein is a cloud-based omnichannel customer interaction service, also referred to as a contact center service, that deploys an improved data model for capturing customer interaction data. From the data model, a database schema is instantiated to include a set of related database tables. The arrangement and relationship of the data and the database tables improves the functioning of the contact center service in a variety of ways, to include seamless concurrent communications between customer and agent across multiple channels, and seamless transitions between agents, who can be added to a customer interaction with relative ease.