Wrapper Application for Secure Multi-Channel Customer Service
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Solution Overview
Problem
Current customer service communication systems face privacy concerns and inconsistency across different communication channels, making it difficult to manage sensitive information and provide uniform service experiences.
Innovation Solution
A system that enables remote control of customer service functions on user devices through a wrapper application, allowing for context-based multi-model communication, including voice, instant messaging, video, and document sharing, while ensuring secure and efficient switching between channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If multiple communication channels (voice, instant message, video, social network) are provided for customer service, then service versatility and user choice are improved, but privacy security and service consistency deteriorate due to isolated channel management
Solution Approach 1:
The patent implements a universal container application that can host multiple communication channels (voice, instant message, video, social network) within a single secure environment. This container acts as a multi-functional platform that provides consistent privacy protection and service management across all communication modes, eliminating the need for separate isolated applications for each channel.
Solution Approach 2:
The container application serves as an intermediary layer between the user and various communication services. It mediates all communications by providing a unified secure environment, managing sensitive information consistently across channels, and enabling seamless switching between communication modes while maintaining privacy security and service consistency.
2Ease of operation
If remote control capabilities are added to customer service applications, then service guidance and operational control are improved, but system complexity and security management deteriorate
Solution Approach 1:
The container application implements self-service capabilities where the remote control functions are integrated directly into the application environment. The system can guide users through operations and execute controlled actions within the container without requiring complex external control systems, as the container itself manages the remote interaction protocols and security verification.
Solution Approach 2:
The container acts as an intermediary that simplifies remote control by providing a standardized interface between the customer service representative and the user's device. It manages the complexity of remote control protocols, authentication, and execution within its secure environment, presenting a simplified control interface to users while handling complex security and coordination tasks internally.
Data Source
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AI summary
Context based multi-model communication in customer service is disclosed. In one innovative aspect, an architecture is provided. The architecture includes an application configured to perform a plurality of sets of functions addressable through a function identifier. Included is a wrapper around the application operable to receive notifications from a plurality of remote locations to address one or more sets of functions via the function identifier. The wrapper is arranged to send to a remote server an application identifier associated with the application and device information, upon first execution of the application by the processor. The device information includes at least a device identifier in the network it is operating with. The wrapper executes the application following receipt of a first notification including the application identifier and the device identifier and executes a function of the application following receipt of a second notification including the application identifier and the function identifier.