Omnichannel Response Engine Unifying Data Formats
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Solution Overview
Problem
Conventional electronic messaging platforms are limited in their ability to provide predictive and automated responses across different communication channels and data protocols, leading to inefficiencies and redundant resource usage, as they are typically designed to function within specific communication channels and lack the capability to handle diverse data formats such as voice, text, and image data effectively.
Innovation Solution
An automated predictive response computing system is implemented, which includes an omnichannel transceiver, feature extraction controller, predictive intent controller, and universal data management engine to analyze and generate responses independently of the communication channel or data format, enabling the system to provide optimized responses across various electronic communication channels by converting and processing data from different formats into a uniform format for analysis and response generation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If traditional bot applications are implemented to provide automated responses, then automated response capability is improved, but channel-specific limitation and lack of multiplexing capability worsen
Solution Approach 1:
The patent implements a universal data management engine that can process and manage data across multiple communication channels (messaging applications, social media, email, SMS, voice calls) through a single unified platform. This engine provides multiplexing capability by handling diverse data protocols and formats through common interfaces, eliminating the need for separate bot implementations for each channel while maintaining automated response functionality.
2Productivity
If conventional messaging platforms are used to exchange information, then communication capability is improved, but redundant resources and suboptimal architecture worsen
Solution Approach 1:
The patent merges multiple communication channels and data protocols into a unified data management architecture. The universal data management engine consolidates data from various sources (messaging, social media, email, SMS, voice) into a common data space, eliminating redundant infrastructure and resources while maintaining the ability to exchange information across all channels through a single optimized platform.
3Adaptability or versatility
If traditional approaches are implemented to handle diverse data formats, then communication flexibility is improved, but lack of predictive capability and agent assistance worsen
Solution Approach 1:
The patent implements predictive analytics capabilities that analyze historical communication data and user behavior patterns to predict future user needs and responses. The system performs preliminary analysis of incoming data across all formats and channels, generating predicted responses or recommendations before actual user interactions occur, thereby enhancing automated response capability with intelligent anticipation of user intent.
Data Source
AI summary
Various embodiments relate generally to data science and data analysis, computer software and systems, and control systems to provide a platform to implement automated responses to data representing electronic messages, among other things, and, more specifically, to an automated predictive response computing system independent of electronic communication channel of an electronic message payload, the automated predictive response computing system being configured to, for example, implement a universal data space based on, at least in part, conversational data flows, which may be classified and used to provide a predictive response to assist resolution, such as assisting an agent among other things. In an example, a method may include augmenting at least a subset of one or more portions of communication data, implementing augmented communication portion data to determine a predicted response, and generating data to facilitate the predicted response based on the subset of inbound electronic messages.