Task-Centered Context Management for Multichannel Agent Interfaces
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Solution Overview
Problem
Legacy customer relationship management (CRM) systems lack task-centered context management, leading to inefficiencies when agents multitask across multiple communication channels, as they often have to switch between separate contexts for different tasks, hindering their ability to manage simultaneous interactions effectively.
Innovation Solution
Implementing a task-centered context management system that automatically creates and manages contexts for related incoming events, allowing agents to interact with multiple channels within a single task-centric interface, facilitating seamless navigation and switching between tasks.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If agents multitask through multiple communication channels, then company throughput and operations are improved, but agents lose track of which window or tab corresponds to which task
Solution Approach 1:
The patent segments the user interface by creating distinct visual groups for different tasks within the feed. Each task is separated into its own contextual group, allowing agents to easily distinguish between multiple simultaneous tasks while maintaining a single consolidated interface. This segmentation resolves the contradiction by organizing multiple communication channels into discrete, trackable units without requiring separate windows or tabs.
2Ease of operation
If business objects are organized into two levels (top-level and secondary tabs), then usability is improved for grouping related objects, but multiple tasks with the same account remain mixed in a single context
Solution Approach 1:
The patent implements a dynamic organization system where task groups are automatically created and updated based on the agent's current interactions. Rather than static two-level tab structures, the system dynamically groups business objects into task-specific contexts that adapt as agents work through multiple tasks. This allows separate task contexts for the same account to be maintained dynamically, resolving the contradiction between grouping efficiency and task separation.
3Productivity
If a single interface consolidates all communications, then navigation efficiency is improved, but related communications from different tasks become mixed together
Solution Approach 1:
The patent applies segmentation by visually dividing the consolidated feed into distinct task groups while maintaining a single interface. Each task group is clearly demarcated, allowing related communications to be visually separated by task context. This enables agents to navigate efficiently through a unified interface while preserving clear contextual boundaries between different tasks, resolving the contradiction between consolidation and context separation.
Data Source
AI summary
A method, system, and computer program product for interaction management systems. The method commences upon receiving a first incoming communication pertaining to a first task, and launching a first task-centered context user interface being initially populated with a first screen device selected in response to the type of incoming communication (e.g., a phone call icon, etc.). An agent interacts with the client by responding to the incoming communication. Then, the method receives a second incoming communication pertaining to the same first task; and populates the first task-centered context user interface with a second screen device appropriate for the second incoming communication (e.g., a chat UI, etc.). Additional new incoming events are routed to its corresponding task-centered context (or a new task-centered context is created). Thus, upon receiving a third incoming communication pertaining to a second task (different from the first task), the method launches a second task-centered context user interface.