Unified Guest Messaging Platform for Channel Coordination

Resolve Bottlenecks,
Find Innovative SolutionsGenerate Solutions

Solution Overview

Problem

Current communication systems for businesses often send marketing and operational messages independently, leading to guest fatigue, missed messages due to incorrect channels, and duplication, which negatively impact guest satisfaction and business engagement.

Innovation Solution

A coordinated guest messaging platform that determines the target audience and optimal delivery channels for messages based on various factors, including message type, guest preferences, and timing, to ensure relevant and timely communication.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Device complexity

If separate systems are used for marketing and operational messages, then system simplicity is maintained, but message coordination and guest experience deteriorate

Engineering Contradiction:

Improvesystem structureVSAvoidmessage coordination

Core Design Contradiction:

Device complexityVSReliability

Solution Approach 1:

The patent merges previously separate marketing and operational messaging systems into a unified coordinated messaging platform. This integration allows centralized management of all guest messages, ensuring proper coordination and timing while maintaining system manageability through modular architecture with distinct decisioning components.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The coordinated messaging platform serves multiple functions simultaneously: it handles both marketing and operational messages, performs audience decisioning, channel selection, and timing optimization in a single system. This multi-functional approach replaces multiple specialized systems while improving overall message coordination.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Adaptability or versatility

If messages are sent independently across channels, then channel autonomy is maintained, but guest fatigue and message duplication increase

Engineering Contradiction:

Improvechannel flexibilityVSAvoidguest fatigue

Core Design Contradiction:

Adaptability or versatilityVSObject-affected harmful factors

Solution Approach 1:

The platform implements feedback mechanisms where message delivery across channels is monitored and used to inform subsequent messaging decisions. The coordinated system tracks which guests have received messages on which channels and uses this information to prevent duplication and reduce fatigue, while still allowing flexible channel selection based on guest preferences and message type.

Inventive Principle:

Principle #23Feedback

3Speed

If messages are delivered immediately upon triggering, then response time is improved, but timing appropriateness and guest satisfaction deteriorate

Engineering Contradiction:

Improvemessage delivery speedVSAvoidtiming appropriateness

Core Design Contradiction:

SpeedVSReliability

Solution Approach 1:

The platform performs preliminary timing analysis and optimization before message delivery. When a message is triggered, the system evaluates optimal delivery timing based on guest behavior patterns, channel characteristics, and contextual factors, then schedules message delivery accordingly. This preliminary action ensures messages are sent at appropriate times while maintaining rapid response to triggering events.

Inventive Principle:

Principle #10Preliminary action

Data Source

PatentUS20230259957A1Guest messaging platform

Publication Date: 2023.08.17 TARGET BRANDS INC

AI summary

A platform for customer and prospective customer messaging is provided. The platform generally coordinates message audience selection, message timing, and message content for delivery on any of a variety of communication channels (e.g., email, text message, push notification) for messages from marketing tenants and operational tenants to ensure a coordinated customer experience.