Semantic CRM Session Management via Graph Database Segmentation
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Solution Overview
Problem
Current CRM systems lack the infrastructure to fully utilize the information they collect, particularly in tracking customer contacts across multiple channels and agents, making it difficult for tele-agents to manage and analyze customer interactions effectively.
Innovation Solution
The implementation of a computer system that uses semantic graph databases and semantic triples to store and manage customer interactions, allowing for the creation of an enterprise knowledge graph that links data items directly and enables efficient retrieval of complex hierarchical structures, along with a voice server and triple server architecture for processing and inference of customer interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If traditional CRM systems aggregate and store customer data from multiple channels, then data collection capability is improved, but the ability to track and analyze customer contacts across multiple agents and channels deteriorates
Solution Approach 1:
The patent segments customer interaction data into distinct communication sessions, each associated with specific agents and channels. This segmentation allows the system to track and analyze individual interaction threads while maintaining overall data collection from multiple sources, resolving the contradiction between comprehensive data gathering and effective contact tracking.
Solution Approach 2:
The patent introduces communication sessions as intermediary structures that mediate between raw customer interaction data and the agents involved. These sessions serve as organizing frameworks that link customers, agents, and communication channels, enabling effective tracking and analysis without losing the comprehensive data collection capability.
2Ease of operation
If tele-agents manually track and sort multiple customer contacts, then operational simplicity is maintained, but productivity and accuracy of customer relationship management deteriorates
Solution Approach 1:
The patent implements self-service through automated session management where the CRM system automatically tracks, organizes, and presents customer interaction history without requiring manual intervention from tele-agents. The system serves itself by maintaining accurate records and providing relevant information automatically, thereby maintaining operational simplicity while dramatically improving productivity.
Solution Approach 2:
The patent incorporates feedback mechanisms where the system continuously updates and presents agents with current customer interaction status and history. This feedback loop enables agents to work with up-to-date information without manual tracking, improving both ease of operation and productivity by eliminating the need for agents to manually sort and track contacts.
3Loss of information
If CRM systems store comprehensive customer interaction history, then information availability is improved, but the complexity of retrieving and processing this information deteriorates
Solution Approach 1:
The patent segments comprehensive customer interaction history into organized communication sessions with clear structures and identifiers. This segmentation maintains full information availability while simplifying data retrieval, as the system can efficiently navigate through structured sessions rather than searching through unorganized data, thereby reducing processing complexity.
Solution Approach 2:
The patent adds dimensional organization to customer interaction data by introducing communication sessions as hierarchical containers. This dimensional structure provides an additional layer of organization that simplifies data retrieval and processing while preserving comprehensive information availability, effectively managing complexity through structured data architecture.
Data Source
AI summary
Customer relationship management (“CRM”) implemented in a computer system, including establishing by the computer system, upon a first communications contact between a tele-agent and a customer representative, as structure of computer memory of the computer system, a communications session; and administering by the computer system through the communications session across communications platforms a sequence of communications contacts, including the first contact and also subsequent communications contacts, between the tele-agent and the customer representative.