Universal CustomerOps Platform for Cross-Platform Engagement
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Solution Overview
Problem
Small businesses lack the resources to develop specialized CustomerOps platforms for effective customer engagement, making it difficult for them to compete with larger competitors online, as existing solutions are not transferable and require significant development efforts.
Innovation Solution
A CustomerOps platform that captures user interactions across various channels, including websites, mobile apps, and social networks, allowing businesses to retrieve and analyze user data for targeted engagement without requiring specific data structures or schemas, enabling efficient and relevant human or automated assistance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If businesses develop specialized CustomerOps platforms, then customer engagement capability is improved, but development cost and resource requirements increase
Solution Approach 1:
The patent creates a universal CustomerOps platform that serves multiple businesses across different industries through standardized data structures and schemas. The platform handles diverse customer interactions (emails, social media, mobile apps, websites) using common data models, eliminating the need for each business to develop specialized solutions and enabling small businesses to access enterprise-grade customer engagement capabilities without proportionate development costs
2Adaptability or versatility
If businesses develop specialized CustomerOps platforms, then customer engagement capability is improved, but operational cost increases
Solution Approach 1:
The patent creates a universal CustomerOps platform that serves multiple businesses across different industries through standardized data structures and schemas. The platform handles diverse customer interactions (emails, social media, mobile apps, websites) using common data models, eliminating the need for each business to develop specialized solutions and enabling small businesses to access enterprise-grade customer engagement capabilities without proportionate development costs
3Adaptability or versatility
If standardized data structures are used, then platform compatibility is improved, but data flexibility decreases
Solution Approach 1:
The patent employs configurable data schemas that can be adjusted to match different business requirements while maintaining core standardization. The platform allows customization of data fields and structures within a standardized framework, enabling businesses to adapt the platform to their specific needs without sacrificing platform-wide compatibility or requiring complete custom development
Data Source
AI summary
Techniques for electronically engaging customers across all different platforms are disclosed. Based on unique device identifiers captured together with interactions by users with one or more applications provided by a business, a message prepared in a first format is automatically converted to a corresponding message in a second format according to what the devices the user have been interacting with can support. Depending on implementation, the message may be a response by the business to an inquiry from a user or a promotion by the business to be distributed to a group of selected users maintained by the business. The interactions include activities a user has had with one or more of the applications provided by the business and provide the statistical or actual data for the business to determine the group of users to receive the message.