Omnichannel Text Routing with Smart Personal Information Masking
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Solution Overview
Problem
Current business communication systems lack optimization for omnichannel customer interactions, leading to suboptimal experiences and potential loss of sales and long-term viability, as they fail to provide context-aware, efficient, and privacy-protected text-based communication across all enterprise resources.
Innovation Solution
A cloud-based system integrating an interaction control server, routing engine, media translation server, and mobile applications that optimally route customer interactions to the best available resource using context-aware text messages, chat, or email, while masking personal information according to configurable rules and preferences.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional call center systems and human resources are used for customer communication, then customer service coverage is provided, but communication efficiency is reduced and customer experience is suboptimal due to siloed non-contextual approach
Solution Approach 1:
The system segments customer communication into multiple channels (voice, text, chat, email) and routes each through appropriate enterprise resources (AI assistants, human agents, automated systems). This segmentation allows simultaneous optimization of efficiency through automation while maintaining ease of operation through context-aware routing that preserves customer experience.
Solution Approach 2:
The omnichannel routing system acts as an intermediary between customers and enterprise resources, intelligently matching communication requests with appropriate handlers based on context, channel preference, and resource availability. This intermediary function resolves the contradiction by optimizing routing efficiency while maintaining seamless customer experience across all channels.
2Loss of information
If personal information is transmitted during customer interactions, then communication completeness is maintained, but user privacy is compromised
Solution Approach 1:
The system applies local quality by implementing selective masking of personal information based on specific interaction contexts, channels, and enterprise policies. Rather than uniformly masking or exposing all personal information, the system dynamically determines what information to mask in each local context, preserving communication completeness where safe while protecting privacy where required.
Solution Approach 2:
The system changes the parameter of personal information visibility by applying configurable masking rules that dynamically adjust information disclosure based on interaction type, channel, and policy requirements. This allows the system to maintain communication completeness when appropriate while reducing privacy risks through intelligent parameter adjustment of information masking.
Data Source
AI summary
A system and method for omnichannel text-based routing, transfer, and customer-to-enterprise communications with smart masking of personal information. The system is a cloud-based network containing an interaction control server, a routing engine, an optimization engine, a media translation server, a mobile application, a business entity portal, mobile and compute devices for business enterprise and customer, and an enterprise database. Taken together or in part, said system optimizes customer interactions by delivering context aware text message, chat or email to customers; and when requested by customer, optimally routes with context, based upon a multitude of variables, to best available resource to handle the customer interaction. The system may be accessed through web browsers or purpose-built computer and mobile phone applications.