Persistent Contextual Interaction Across Communication Channels
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Solution Overview
Problem
Service providers face challenges in tracking customer interactions across multiple communication channels, leading to difficulties in maintaining context and status, especially when communications are interrupted and resumed through different channels.
Innovation Solution
A method and system that utilize a processor to receive and store communications across various channels, determining if subsequent requests are equivalent to previous ones, allowing for the retrieval and resumption of responses from the previous context, ensuring persistent communication without loss of information or context.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple communication channels are used to contact customers, then customer service accessibility is improved, but the difficulty of tracking customer requests and maintaining context increases
Solution Approach 1:
The patent merges multiple communication channels (phone, email, chat, social media) into a single unified interaction history view. The system combines data from different channels and stores it in a centralized manner, allowing agents to see all customer interactions in one place regardless of which channel was used, thereby reducing the complexity of tracking across channels.
Solution Approach 2:
The system creates a universal interaction history that serves all communication channels simultaneously. This single data structure performs multiple functions: tracking phone calls, emails, chats, and social media interactions all through the same system, eliminating the need for separate tracking mechanisms for each channel.
2Adaptability or versatility
If communication interruptions occur across different channels, then customer flexibility is improved, but information loss and context disruption increase
Solution Approach 1:
The system performs preliminary action by continuously storing and preserving interaction context in a unified history database during communication interruptions. Before the customer returns to the conversation, all previous interactions across different channels are already saved and ready to be retrieved, preventing any information loss when the customer resumes communication.
Solution Approach 2:
The system implements feedback mechanisms where the interaction history is continuously updated and made available to agents during interruptions. When a customer returns after an interruption, the system provides immediate feedback by presenting the complete interaction history, ensuring no context is lost and the agent can seamlessly continue the conversation.
3Reliability
If interaction history is stored and retrieved across channels, then communication persistence is improved, but system complexity and data management requirements increase
Solution Approach 1:
The system segments the interaction history into distinct but interconnected records for different communication channels. Each channel's interactions are stored as separate data entries within the unified history, allowing for organized data management. This segmentation makes it easier to retrieve and manage data from specific channels while maintaining the overall persistence across all channels.
Data Source
AI summary
Systems and methods for achieving persistent interaction comprise receiving a first communication via a first communication channel, the first communication including a first service request; initiating a response to the first service request; storing information related to a first context of the first communication; in response to the first communication being terminated, storing a first stage information related to completion of the response to the first service request; receiving a second communication via a second communication channel, the second communication including a second service request; in response to the first service request being the same as the second service request, retrieving the information related to the first context; retrieving the first stage information; resuming the response to the first service request; storing information related to a second context and a second stage of completion of the second service request; and storing a second stage of completion of the response.