Unified Communication Object Generation for Multi-Modality Supervision
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Solution Overview
Problem
Existing systems face challenges in efficiently supervising communications from multiple modalities due to the overwhelming volume of communications and the need for compliance with regulatory requirements.
Innovation Solution
A multi-system environment comprising a communication capture system, an archive system, and a supervision system that captures communications from various modalities, generates consistent communication objects, and facilitates efficient review by identifying policies and adding references to queues.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If communications from multiple modalities are captured and supervised, then compliance with regulatory requirements is ensured, but the volume of communications to be reviewed becomes overwhelming
Solution Approach 1:
The system segments the overwhelming volume of communications into manageable units by organizing them into interaction groups (combining related communications) and distributing them across multiple queues. Each queue contains a subset of communication objects that can be reviewed in manageable batches, transforming the monolithic review task into segmented, manageable portions.
Solution Approach 2:
The patent introduces an intermediary classification system that automatically analyzes communication objects and routes them to appropriate queues based on predefined criteria. This intermediary classification mechanism acts as a mediator between the raw communication data and the human reviewers, filtering and organizing communications before they reach the review stage.
2Productivity
If communications are organized into interactions and stored in an archive system, then supervision efficiency is improved, but system complexity increases
Solution Approach 1:
The system merges multiple related communications into unified interaction objects, combining emails, instant messages, and other communication modalities that belong to the same conversational thread. This merging reduces redundancy and allows reviewers to assess complete interactions rather than isolated messages, improving supervision efficiency.
Solution Approach 2:
The patent creates a universal communication object structure that can represent different communication modalities (email, instant message, etc.) through a common framework. This multi-functional object design allows the same supervision processes to handle diverse communication types uniformly, improving efficiency while managing complexity through standardization.
3Ease of operation
If communication objects are generated with consistent structure across different modalities, then review process is streamlined, but data processing complexity increases
Solution Approach 1:
The system applies parameter changes by transforming diverse communication data into a standardized object structure with consistent attributes. Different communication modalities are converted into uniform parameters (sender, receiver, content, timestamp, etc.), making them easily comparable and reviewable while the underlying processing handles the complexity of modality-specific variations.
Solution Approach 2:
The patent creates simplified copies of communication data in a standardized format. Rather than processing the original complex multi-modal data directly, the system generates standardized communication objects that replicate the essential information in a uniform structure, easing the review process while the copying mechanism handles the processing complexity.
Data Source
AI summary
Disclosed herein is a computing device and data store for use in the storage and retrieval of communication objects. The computing device can receive a first communication sent using a first communication modality. The computing device can receive a second communication sent using a second communication modality. The computing device can determine that the first communication and the second communication correspond to a single interaction. The computing device can generate a communication object comprising the first communication and the second communication. A structure of the communication object can be consistent across different communication modalities. The computing device can add the communication object to a first queue for review. The computing device can move the communication object to a second queue in response to a first review of the communication object.