Session Shared Data Objects for Omni-Channel Support Context
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Solution Overview
Problem
Existing customer support systems struggle with integrating insights across multiple communication channels due to channel-specific and product-specific nuances, leading to limited data exchange and loss of conversational context when customers switch channels.
Innovation Solution
A session shared data system that generates a session shared data object during a workflow session, allowing seamless data sharing across different communication channels by using a unified data store accessible by all sessions associated with the same user, with distinct data types aligned through a common protocol.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If separate databases are used for different products and channels, then data storage and management become simpler for each individual system, but data sharing and context integration across channels become limited
Solution Approach 1:
The patent merges separate product-specific databases into a unified session shared data store that consolidates customer interaction data across multiple channels and products. This unified store enables seamless data sharing while maintaining organized structure through session-based data objects that can be accessed by any workflow session.
Solution Approach 2:
The session shared data store serves multiple functions simultaneously: it stores customer profile information, session-specific data, interaction history, and contextual information. This multi-functional design eliminates the need for separate databases for each purpose while maintaining data integrity and accessibility.
2Adaptability or versatility
If channel-specific data structures are used, then each communication channel can be optimized for its specific needs, but data exchange and context sharing between channels become difficult
Solution Approach 1:
The patent implements local quality by allowing each workflow session to access and utilize data in formats optimized for its specific channel requirements, while the underlying unified data store maintains comprehensive contextual information. This enables channel-specific optimization without sacrificing overall context.
Solution Approach 2:
The session shared data object acts as an intermediary between different communication channels and their respective workflows. It translates and harmonizes data from various channel-specific formats into a unified structure that preserves contextual information while enabling seamless data exchange across channels.
3Ease of operation
If independent workflow sessions are used for each communication, then session management becomes straightforward and isolated, but context sharing and task handoffs between sessions become inefficient
Solution Approach 1:
The patent implements preliminary action by pre-organizing customer data into session shared data objects that are ready for immediate access by any workflow session. This pre-structuring of data into reusable, channel-agnostic formats enables rapid task handoffs and context sharing without requiring complex data transformation during session transitions.
4Loss of information
If comprehensive customer history is stored centrally, then context availability improves across channels, but data retrieval and processing complexity increases
Solution Approach 1:
The patent segments comprehensive customer history into organized session shared data objects that are structured by workflow session and channel type. This segmentation maintains centralization for context availability while organizing data into manageable, queryable units that reduce processing complexity through hierarchical structure and indexed access.
Data Source
AI summary
A session shared data system accesses a first communication between a user and a support agent on a first communication channel and stores communication data associated with the first communication in a session shared data object. The session shared data system accesses a subsequent communication between the user and a second agent on a second communication channel, receives a query associated with the subsequent communication and transmits the response to a device of the second agent.