Enriched RCS Calling Information for Call Trust Verification
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Solution Overview
Problem
Users often distrust and block legitimate calls due to insufficient calling information, leading to unwanted spam and robocalls, resulting in legitimate calls being ignored and organizations needing to make repeat attempts to contact users through different methods.
Innovation Solution
A messaging platform that includes enriched calling information in RCS messages, such as priority, subject, media items, verified signatures, and URLs, allowing users to verify the authenticity of calls through virtual assistants hosted by the platform, thereby increasing the likelihood of accepting legitimate calls while filtering out unwanted ones.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If basic calling information (MDN/DNIS) is provided, then call identification is possible, but user trust is insufficient leading to call blocking
Solution Approach 1:
The system performs preliminary verification of the caller's identity and credentials before the call is presented to the user. The messaging platform verifies the organization's identity, retrieves their branding information, and prepares enriched calling information in advance, so that when the call arrives, the user already has verified authentication data to trust the caller.
Solution Approach 2:
The messaging platform acts as an intermediary between the caller and the user. It receives the basic calling information, enriches it with verified organizational data, branding elements, and authentication credentials, then delivers this enhanced information to the user's device. This intermediary process adds trust layers that basic calling information alone cannot provide.
2Reliability
If enriched calling information is provided, then call verification improves, but message complexity increases
Solution Approach 1:
The messaging platform is designed as a multi-functional system that handles multiple tasks: receiving basic calling information, verifying caller identity, retrieving organizational branding data, enriching the calling information, and delivering it to users. By consolidating these diverse functions into a single universal platform, the system manages complexity centrally rather than distributing it across multiple specialized components.
Solution Approach 2:
The system transforms the calling information from a simple state (basic MDN/DNIS) to an enriched state by adding multiple parameters: organizational name, verified status, branding elements, priority indicators, and subject information. This parameter enrichment approach systematically increases verification capability while maintaining a structured data format that manages complexity through standardized fields.
3Object-affected harmful factors
If users block calls with insufficient information, then spam calls are reduced, but legitimate calls are also blocked
Solution Approach 1:
The system performs preliminary verification and enrichment of calling information before the call reaches the user. By pre-authenticating the caller and attaching verified organizational data, the system ensures that legitimate calls arrive with sufficient trust-inducing information, so users are less likely to block them. This preliminary action prevents the need for users to block legitimate calls due to information insufficiency.
Solution Approach 2:
The system provides feedback to users through enriched calling information that includes verified organizational identity, branding elements, and priority indicators. This feedback loop allows users to make informed decisions about whether to answer or block calls. Legitimate calls receive positive feedback (verification badges, organizational names) that encourage answering, while the system can identify and filter spam patterns, reducing false positives.
Data Source
AI summary
A messaging platform may send, based on a query, information identifying one or more virtual assistants to a user device. The messaging platform may receive, from the user device, a response identifying a particular virtual assistant, of the one or more virtual assistants, wherein the virtual assistant is associated with an organization. The monitoring platform may send, to the user device, information related to the particular virtual assistant and may communicate, via the particular virtual assistant, with the user device via a rich communications services (RCS) communication session. The messaging platform may receive, from another device associated with the organization, a request to communicate with the user device and may convert the request into an RCS message. The messaging platform may send, via a server device, the RCS message to the user device to allow the user device to perform one or more actions.