Communication Mediation Using Policy Override and Recipient Voting
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Solution Overview
Problem
Retailers face challenges in efficiently managing and optimizing customer interactions due to increased competition from online shopping, requiring improved communication and analytics tools to enhance customer service and operational efficiency.
Innovation Solution
An observation platform that structures and disciplines communications using computer systems to monitor, derive context information, and relay communications between users, enabling real-time performance metrics and geographic location tracking, with devices acting as central hubs for communication and data storage.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional communication methods are used in retail environments, then implementation is simple, but customer service efficiency and communication optimization are insufficient
Solution Approach 1:
The patent introduces a communication mediation system that acts as an intermediary between retail employees and customers. This mediator captures communications, derives context information, structures the communications, and relays them to appropriate destinations, thereby improving customer service efficiency without requiring direct complex interactions between users
Solution Approach 2:
The patent replaces traditional manual communication handling with automated computer-based processing. The system automatically captures communications, derives context information using computer processing, structures communications algorithmically, and relays them programmatically, substituting mechanical human processes with automated electronic systems
2Reliability
If real-time communication monitoring and analytics are implemented, then customer service quality improves, but system complexity and implementation difficulty increase
Solution Approach 1:
The patent segments the communication monitoring system into distinct functional modules: a capture component that intercepts communications, a context information derivation component that analyzes captured communications, a structuring component that organizes communications, and a relay component that distributes structured communications. This segmentation makes the complex system more manageable and implementable
Solution Approach 2:
The communication mediation system performs multiple functions through a single integrated platform: capturing communications, deriving context information, structuring communications, relaying communications, and providing analytics. This multi-functionality reduces the need for separate systems while improving customer service quality
Data Source
AI summary
A computer system comprises a memory and a processor coupled to the memory. The processor is configured to parse a first communication according to a policy to determine metadata, comprising a first set of attributes, associated with the first communication; compare the first set of attributes to attributes of a plurality of communication devices; identify at least one recipient communication device from the plurality of communication devices for the first communication based on the comparison, wherein at least one attribute of the at least one recipient communication device causes the policy to inhibit the at least one communication device from receipt of communications; override the inhibit based on an attribute of the first set of attributes and application of a voting system of the policy; and responsive to the inhibit being overridden, deliver the first communication to the at least one identified recipient communication device.