Omni-Channel Adapter for Unified Session Routing Across Orchestrators
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Solution Overview
Problem
Message delivery service providers use different channels and interfaces, requiring customers to interface with multiple channel-specific orchestrators, which is inefficient and cumbersome.
Innovation Solution
An omni-channel adapter intermediates communication service requests, selecting a channel-specific orchestrator, managing session state, and allowing customers to communicate through a unified interface, simplifying interactions with multiple channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If customers interface with multiple channel-specific orchestrators directly, then each channel can be optimized independently, but the system complexity and operational difficulty increase significantly
Solution Approach 1:
The patent introduces an omni-channel adapter as an intermediary component that sits between the customer interface and multiple channel-specific orchestrators. This adapter receives requests from customers through a unified interface and routes them to the appropriate channel-specific orchestrator, eliminating the need for customers to directly interface with multiple complex systems while preserving channel optimization capabilities.
Solution Approach 2:
The omni-channel adapter provides a universal interface that can handle multiple communication channels (SMS, email, voice, chat, etc.) through a single standardized API. This multi-functional adapter abstracts the complexity of different channel protocols and provides customers with a consistent interaction model regardless of which channel they use.
2Adaptability or versatility
If customers interface with multiple channel-specific orchestrators directly, then channel-specific functionality can be accessed, but the ease of operation deteriorates due to multiple interfaces
Solution Approach 1:
The omni-channel adapter serves as a mediator that translates customer requests into channel-specific orchestrator calls. Customers interact with a single standardized interface regardless of which channel they wish to use, and the adapter handles the complexity of routing and protocol conversion behind the scenes.
Solution Approach 2:
The system is segmented into three distinct layers: the customer interface layer (unified), the adapter layer (omni-channel adapter), and the channel-specific orchestrator layer. This segmentation allows each layer to be optimized independently - the customer interface remains simple and unified, the adapter handles routing logic, and the orchestrators provide channel-specific functionality.
3Ease of operation
If a unified interface is provided for all channels, then ease of operation improves, but the ability to manage channel-specific state and sessions increases complexity
Solution Approach 1:
The omni-channel adapter manages session state as part of its intermediary function. It maintains state information about active sessions and routes subsequent requests to the appropriate channel-specific orchestrator based on the established session context, enabling the unified interface to handle multiple channels without losing channel-specific state awareness.
Solution Approach 2:
The adapter changes the parameters of incoming requests to match the expectations of different channel-specific orchestrators. When a customer initiates a session through the unified interface, the adapter transforms the request parameters into channel-appropriate formats and maintains session state information that allows continued interaction through the same channel or switching between channels.
Data Source
AI summary
An omni-channel adapter receives a request to create a communication session for a customer. Based on the request, the omni-channel adapter selects a channel-specific orchestrator. The request is modified, or a new request is generated, to suit the selected channel-specific orchestrator. The channel-specific request is sent to the channel-specific orchestrator. In response, the channel-specific orchestrator creates the communication session. Further communications between the customer and the channel-specific orchestrator may also be intermediated by the omni-channel adapter, which may maintain state information about the communication session. For example, a unique identifier may be generated by the omni-channel adapter or the channel-specific orchestrator for the communication session. A request by the customer to add an additional device to the communication session may include the identifier of the session. Based on the identifier of the session, the omni-channel adapter identifies the channel-specific orchestrator for the communication session.