Integrating Web and Telephone History Data
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Solution Overview
Problem
Companies face challenges in integrating Web and telephone account histories, as customer information from one medium is not readily available when accessing services through the other, leading to incomplete customer information during business interactions.
Innovation Solution
A method and system that combine Web cookie data and telephone history data into a portable, formatted record, accessible during customer interactions, using a third-party server to retrieve, interpret, and eliminate redundant data, enabling seamless integration across disparate interfaces.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If separate tracking systems are used for Web and telephone histories, then each system can maintain its own data independently, but complete customer information is not available across both mediums
Solution Approach 1:
The patent merges Web cookie data and telephone history data into a single integrated customer profile stored in a centralized database. The system combines data from disparate sources (Web servers and telephone switches) into one unified structure that contains complete customer interaction history across both mediums, enabling full information availability regardless of which medium the customer uses.
Solution Approach 2:
The patent introduces a centralized database as an intermediary between Web servers and telephone switches. This intermediary component receives and stores customer data from both sources, then makes the integrated information available to both systems. The database acts as the mediator that enables information sharing without requiring direct integration between the Web and telephone systems themselves.
2Quantity of substance
If Web cookie data is stored temporarily, then storage requirements are minimized, but complete customer history cannot be maintained
Solution Approach 1:
The patent segments customer data into different types (Web cookies and telephone history records) while storing them all in a single centralized database. This segmentation allows the system to organize data by source and type for efficient retrieval, while maintaining complete history by preserving both temporary Web cookies and permanent telephone records in the same storage structure.
3Ease of operation
If real-time integration of Web and telephone histories is implemented, then complete customer information is available during interactions, but system complexity increases
Solution Approach 1:
The patent implements self-service by having the centralized database automatically retrieve and present relevant customer history information to service personnel without manual intervention. When a customer interacts through either medium, the system automatically queries the database for the customer's complete history and makes it available to the service provider, eliminating the need for manual data gathering or complex real-time processing.
Data Source
AI summary
A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.