Segment-Based Contact Limits for Customer Engagement
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Solution Overview
Problem
Existing customer engagement systems often overwhelm customers with excessive messages or campaigns, leading to dissatisfaction due to the lack of effective controls on message delivery and campaign frequency.
Innovation Solution
A customer engagement service that includes a contact limiting unit to manage and orchestrate message delivery, using data analytics to set and enforce segment-based contact limits, ensuring that customers do not receive an excessive number of messages or campaigns within a defined time frame, thereby preventing user dissatisfaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If messages and campaigns are sent frequently to customers, then customer engagement and business revenue are improved, but customer dissatisfaction increases due to excessive contacts
Solution Approach 1:
The patent segments customers into different groups based on their contact preferences and behaviors, applying different contact limits to different segments. This allows the system to maintain high engagement with active customers while protecting less engaged customers from excessive contacts, thus resolving the contradiction between engagement and dissatisfaction.
Solution Approach 2:
The system dynamically adjusts contact parameters such as message frequency, campaign timing, and contact limits based on customer responses and engagement metrics. By changing these parameters adaptively, the system optimizes engagement while preventing customer overload and dissatisfaction.
2Object-affected harmful factors
If contact limits are imposed on customers, then customer dissatisfaction is reduced, but customer engagement may be limited
Solution Approach 1:
The contact limits are not static but dynamic, adjusting based on customer engagement levels, campaign performance, and individual customer preferences. This allows the system to maintain engagement effectiveness while preventing dissatisfaction through adaptive limit adjustment.
Solution Approach 2:
The system incorporates feedback loops that monitor customer responses to messages and campaigns, using this feedback to adjust contact limits and engagement strategies. This ensures that engagement remains high while staying within customer comfort zones to prevent dissatisfaction.
3Productivity
If multiple campaigns are conducted simultaneously, then business revenue is increased, but customers become overwhelmed by excessive contacts
Solution Approach 1:
The system performs preliminary actions by setting contact limits and scheduling campaigns in advance, ensuring that multiple campaigns can run simultaneously without overwhelming customers. Contact limits are established before campaigns begin, preventing customer overload while maintaining revenue opportunities.
Solution Approach 2:
The patent introduces an intermediary layer (the contact management system) that mediates between multiple campaigns and customers, controlling and coordinating message delivery to prevent overload while allowing multiple campaigns to contribute to business revenue.
Data Source
AI summary
Systems and methods for controlling contacts with a client's users make use of segment-based contact limits. A contact limit sets a maximum number of contacts that a client can have with a user within a predetermined time window. A segment-based contact limit only applies the contact limit to a subset of all the client's users. The type of contact being limited could include messages that are sent to the user or advertising or sales campaigns that are conducted for the user. A segment is a subset of all of the client's users, and a segment may be defined based on one or more filters.