Personal Customer Care Agent Aggregating Web Data
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Solution Overview
Problem
Consumers face the inconvenience of having to interact with multiple systems and websites for each company to manage bills, troubleshoot products, and learn about new products and services, leading to fragmented information access and inefficient user experiences.
Innovation Solution
A personal customer care agent system that configures user profiles based on preferences, monitors relevant information sources across the web and social media, and presents aggregated information in a unified format, updating in real-time and allowing for user comments and transaction management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If consumers interact with multiple company-specific systems and websites to manage bills, troubleshoot products, and learn about new products and services, then they can obtain comprehensive information from each source, but the complexity of navigating multiple systems and websites increases significantly
Solution Approach 1:
The patent combines multiple company-specific information sources (bill management systems, product troubleshooting databases, product catalogs, and service information websites) into a single unified consumer device. This aggregation allows consumers to access comprehensive information from all sources through one interface, eliminating the need to navigate multiple separate systems while maintaining complete information access.
Solution Approach 2:
The consumer device is designed with multi-functional capabilities to perform diverse tasks including bill payment, product troubleshooting, browsing new products and services, and accessing customer support. This universal device replaces the need for multiple specialized company systems, providing a single platform that handles all consumer needs across different functions and information types.
2Loss of information
If consumers access information from multiple separate company systems, then they receive company-specific formatted information, but the time required to navigate and switch between different systems increases
Solution Approach 1:
The patent aggregates multiple information sources including bill management data, product specifications, troubleshooting guides, and service information into a single consumer device. This consolidation eliminates the need to switch between different company systems, reducing the time spent navigating multiple platforms while preserving access to complete information from all sources.
Solution Approach 2:
The consumer device pre-configures and stores information from multiple company sources in advance, organizing it in a unified format. This preliminary aggregation means that when consumers need information, it is already available in one location without requiring real-time navigation to multiple separate systems, thus saving time while maintaining information completeness.
3Adaptability or versatility
If consumers review advertisement information from each company in different formats, then they receive company-specific promotional content, but the ease of comparing and evaluating options across companies decreases
Solution Approach 1:
The patent maintains the ability to deliver company-specific promotional content and advertisement information in their original formats while aggregating them in a single device. Each information source retains its unique characteristics and formatting preferences, allowing companies to deliver tailored content while the unified device enables easy comparison across all options through centralized presentation.
4Reliability
If consumers place telephone calls or prepare emails to customer service agents for each company, then they receive personalized assistance, but the productivity of resolving multiple issues decreases
Solution Approach 1:
The consumer device incorporates automated customer service capabilities including intelligent agents and knowledge bases that can resolve common issues without requiring telephone calls or emails to human agents. This self-service functionality handles routine troubleshooting and inquiries immediately, significantly improving productivity for resolving multiple issues while maintaining reliable personalized assistance through automated systems.
Data Source
AI summary
Information is aggregated and made available to users. A system monitors over the internet a first set of external information sources for a first user based on instructions from a first user profile that specifies information to aggregate for the first user. The system detects, based on the monitoring, new data at one of the first set of information sources. The system obtains the new data at the one of the first set of information sources, independent of preferences of the one of the first set of information sources. The system updates aggregated information for the first user with the new data from the one of the first set of information sources. The updated aggregated information for the first user is made available to the first user.