Unified Customer Profile for Cross-Platform Support Context
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Solution Overview
Problem
Customers face difficulties in conveniently accessing customer support across multiple businesses and often lack contextual information during interactions, leading to inefficiencies and frustration for both customers and agents.
Innovation Solution
A mobile application connects users to a central API service, allowing them to view personalized context from past interactions with multiple contact centers and facilitating seamless communication through various media channels, including chat and voice interactions, by integrating with a cloud-based contact center platform.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customers access multiple contact centers separately, then each contact center can provide specialized service, but customers experience inconvenience and lack contextual information across interactions
Solution Approach 1:
The patent combines multiple contact center interactions into a unified customer profile that aggregates contextual information from all past interactions across different contact centers. This merging allows customers to access consolidated interaction history and contextual data through a single interface, eliminating the need to separately access each contact center while preserving all specialized service information.
Solution Approach 2:
The unified customer profile serves as a universal repository that handles multiple functions: storing interaction history, maintaining contextual information, enabling cross-contact center service access, and providing personalized recommendations. This single multi-functional system replaces the need for separate access to multiple contact center systems.
2Productivity
If contact centers use separate systems, then each system can be optimized independently, but agents lack comprehensive customer context leading to inefficiency
Solution Approach 1:
The system performs preliminary actions by automatically aggregating and organizing customer interaction history and contextual information into a unified profile before the agent needs it. This pre-processing of information ensures that when an agent accesses the customer profile, all relevant contextual data is already compiled and ready, eliminating the need for agents to manually search across multiple systems during interactions.
3Loss of information
If a unified system aggregates all interaction data, then contextual information is preserved, but system complexity increases
Solution Approach 1:
The unified customer profile acts as an intermediary layer between multiple contact center systems. Rather than creating a complex direct integration between all systems, the profile serves as a central mediator that aggregates data from various sources and presents it in a standardized format, simplifying the overall system architecture while maintaining comprehensive information retention.
Data Source
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AI summary
A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.