UTS Message Translation Intermediary for Cross-Lingual Ticketing
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Solution Overview
Problem
There is a lack of efficient mechanisms for translating messages and attachments between customer ticketing systems and unified ticketing systems, which often operate in different languages, hindering communication between users of varying linguistic backgrounds.
Innovation Solution
A translation system that receives messages and attachments in one language, translates them into another, and releases the translated content for communication between customer and unified ticketing systems, enabling language conversion for messages, attachments, and screenshots, and facilitating searches in knowledge databases and incident matching.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If messages are translated between different languages, then communication effectiveness is improved, but system complexity increases
Solution Approach 1:
The patent introduces a translation service as an intermediary component between the customer ticketing system and unified ticketing system. This service receives messages in one language, translates them to another language, and returns the translated messages. The intermediary handles the complexity of translation internally while presenting a simple interface to the existing systems, thus improving communication effectiveness without requiring the ticketing systems themselves to become more complex.
2Adaptability or versatility
If translation functionality is added to enable multi-language communication, then user accessibility is improved, but implementation difficulty increases
Solution Approach 1:
The patent segments the translation functionality into a separate, independent service component rather than integrating it directly into the ticketing systems. This segmentation allows the translation service to be developed, tested, and deployed independently, reducing implementation difficulty. The service can be implemented using existing translation APIs or libraries, and can be added to support new languages without modifying the core ticketing system codebase, thus improving user accessibility while maintaining ease of implementation.
Data Source
AI summary
A system, method, and computer program product are provided for translating unified ticketing system (UTS) messages. In operation, a translation system receives one or more messages in at least one first language being communicated between a customer ticketing system and a unified ticketing system associated with a communication service provider. The translation system translates the one or more messages, including any corresponding attachments and screenshots, from the first language to at least one second language. Further, the translation system releases the translated one or more messages, including the corresponding translated attachments and screenshots, to be communicated between the customer ticketing system and the unified ticketing system.