Unified Communications Platform for Consistent Customer Data
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Solution Overview
Problem
Companies struggle to maintain a holistic view of customer relationships due to the use of multiple applications and systems that lead to duplicate or outdated information, resulting in a degraded customer experience.
Innovation Solution
A communications platform system that integrates a cloud datastore with a rules engine leveraging machine learning and natural language processing to provide data integrity and transparency, allowing for a single view of customer interactions across various channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If multiple applications and systems are used to organize customer relationship data, then data coverage increases, but data consistency and completeness deteriorate due to duplicate or outdated information
Solution Approach 1:
The patent merges multiple customer data sources and applications into a single unified customer view. The system consolidates data from various channels (email, chat, social media, traditional phone) and multiple applications into one centralized customer profile, eliminating duplicates and ensuring data consistency while maintaining comprehensive coverage.
Solution Approach 2:
The unified customer view system serves multiple functions simultaneously: it acts as a centralized database, a real-time communication hub, an analytics platform, and a customer service interface. This multi-functional approach allows the system to handle diverse data types and communication channels while maintaining a single consistent customer perspective.
2Ease of operation
If traditional customer service systems are used, then implementation simplicity is maintained, but customer experience quality deteriorates due to inability to provide holistic customer view
Solution Approach 1:
The patent introduces an intermediary layer (the unified customer view platform) that sits between traditional customer service systems and customer interactions. This intermediary consolidates and standardizes data from multiple sources before presenting it to service agents, improving customer experience without requiring complete replacement of existing systems.
Solution Approach 2:
The system replaces manual data consolidation and customer profile management with automated digital processes. Machine learning algorithms automatically synthesize customer data, predict behaviors, and generate insights, substituting manual analytical processes with intelligent automation that improves both efficiency and accuracy.
3Quantity of substance
If data is accessed from multiple separate systems, then data completeness improves, but access efficiency deteriorates due to complexity of navigating multiple applications
Solution Approach 1:
The system merges data access points into a single unified interface. Instead of requiring agents to navigate multiple applications to gather customer information, the unified customer view consolidates all relevant data (communication history, preferences, current interactions, predictive insights) into one accessible location, dramatically reducing access time while maintaining completeness.
Data Source
AI summary
A system and method are disclosed and include databases that store data describing electronic communication between one or more user devices and one or more company devices and a computer. The computer displays a graphical user interface for monitoring communication activity of one or more one or more user devices and one or more company devices, to one or more company devices and monitors communication activity over one or more communication channels. The computer also records and stores the communication activity in the databases. The computer further displays a list of rules, the list of rules comprising triggers, conditions and actions for each of the one or more rules and a flow of each rule associated with the company of the one or more company devices and executes one or more actions responsive to one or more triggers, conditions or actions of each of the one or more rules.