Topic-Matched Surfacing of Unconsumed Cross-Channel Communications
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
In multi-channel communication scenarios, users often inadvertently respond to outdated information across different communication channels due to lack of synchronization, leading to miscommunication, confusion, and inefficiencies.
Innovation Solution
A device is configured to detect and surface unconsumed communications related to a certain topic by using a machine learning model to determine topic similarity across different channels, generating reference links to alert users of relevant updates in other channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If users communicate across multiple communication channels, then communication versatility and functionality are improved, but synchronization and awareness of updates across channels deteriorate
Solution Approach 1:
The system implements feedback by detecting when a user views communications in one channel and automatically surfacing related unconsumed communications in other channels. This creates a feedback loop where the system monitors user behavior and actively presents relevant information across channels, ensuring users stay synchronized without manually checking each channel.
Solution Approach 2:
The system acts as an intermediary between multiple communication channels by detecting topic relationships and bridging them. When a user engages with content in one channel, the system intermediates by finding and presenting related unconsumed communications in other channels, effectively coordinating communication across the distributed channel ecosystem.
2Loss of information
If users manually check multiple communication channels for updates, then awareness of relevant information is improved, but time consumption and operational complexity increase
Solution Approach 1:
The system provides self-service by automatically detecting when users view communications and autonomously surfacing related unconsumed communications across channels. This eliminates the need for users to manually check multiple channels, as the system serves itself by monitoring user behavior and proactively presenting relevant information.
Solution Approach 2:
The system performs preliminary action by pre-detectoring topic relationships between communications across channels before the user needs to see them. When a user views content in one channel, the system has already identified related unconsumed communications and is ready to surface them immediately, saving the user time they would otherwise spend manually searching.
3Loss of information
If the system surfaces all unconsumed communications across channels, then completeness of information is improved, but relevance and usability deteriorate
Solution Approach 1:
The system applies local quality by tailoring the surfacing of unconsumed communications to the specific context of what the user is currently viewing. Rather than presenting all unconsumed communications uniformly, the system identifies local topic relationships between the viewed communication and other channel communications, ensuring only relevant information is surfaced based on the immediate context.
Solution Approach 2:
The system changes parameters by dynamically adjusting what information is surfaced based on detected user behavior and topic relationships. When a user views communications in one channel, the system changes the parameter of information presentation to prioritize and surface only the unconsumed communications that have detected topic relationships, filtering out irrelevant information.
Data Source
AI summary
In aspects of methods and systems for surfacing unconsumed communications, an example device includes at least one memory and at least one processor. The at least one processor is configured to cause the device to detect that an ongoing communication pertaining to a first topic includes one or more first communications in a first communication channel being accessed by a user of the device, detect one or more second communications in a second communication channel associated with the user based on the one or more second communications including an unconsumed communication, determine whether the first topic and a second topic of the one or more second communications are similar, generate, based on the first topic and the second topic being similar, a reference link to the one or more second communications of the second communication channel, and display the reference link in the first communication channel.