Smart Share Utility for Customer Data Transmission

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Customer service agents face inefficiencies in accessing and sharing data with customers due to cumbersome interfaces, leading to increased costs and customer dissatisfaction, as they often spend time navigating through multiple data types and resources during interactions.

Innovation Solution

The method involves monitoring data item delivery requests, determining the appropriate data type and schema for transmission, selecting and sending content using a 'smart share' utility that allows agents to quickly share relevant information via chat or email, with automatic or editable options, and recording the delivery in an activity log.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If agents manually navigate through agent interface to access and share data with customers, then data can be transmitted, but agent time is wasted and operational costs increase

Engineering Contradiction:

Improvedata transmission efficiencyVSAvoidagent time

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The system pre-organizes customer data into structured schemas (contact information, service requests, order information, activity information) and makes them readily accessible through automated retrieval mechanisms, eliminating the need for agents to manually navigate through interfaces during customer interactions

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The agent interface automatically retrieves and transmits relevant customer data based on customer identification, enabling the system to serve itself by autonomously accessing and sharing appropriate information without requiring manual agent intervention for data retrieval

Inventive Principle:

Principle #25Self-service

2Reliability

If agents use traditional agent interface for data sharing, then data transmission is possible, but errors occur in sending inapplicable resources or delaying delivery

Engineering Contradiction:

Improvedata delivery accuracyVSAvoiddata sharing process

Core Design Contradiction:

ReliabilityVSEase of operation

Solution Approach 1:

The system monitors agent interface for data item delivery requests and uses schema-based logic to automatically determine the appropriate data type and select relevant content, providing feedback mechanisms that ensure the correct information is transmitted and reducing errors in data delivery

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

A schema-based intermediary layer is introduced between the agent interface and customer data, which automatically matches customer needs with appropriate data items, ensuring that only relevant information is transmitted and reducing delivery errors

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS8930465B2Context-aware content transmission utility

Publication Date: 2015.01.06 ORACLE INT CORP

AI summary

A method is disclosed. The method includes monitoring a user interface for a data item delivery request. In response to receipt of the data item delivery request, a data type for a data item selected for a delivery is determined, and a schema for performing the delivery is selected. Content of the data item for the delivery is selected, and the content is sent using the schema. The delivery is recorded in an activity log.