US 11336597

As of April 28, 2026, the following is a summary of US Patent 11,336,597.

Title: Two-way real time communication system that allows asymmetric participation in conversations across multiple electronic platforms

Assignee: Disintermediation Services Inc

Inventors:

• John Patrick Francis DANDISON
• James Allen Johnson
• Paul Joseph Lyman Schottland

Filing Date: January 11, 2022

Issue Date: May 17, 2022

Abstract:
Methods, systems, and apparatuses, including computer programs encoded on computer-readable media, for receiving a first communication as part of a conversation, from an unauthenticated user of a web browser. A conversation identifier is determined based on the first communication. A first responder, a communication protocol, and a communication address of the first responder is determined. The first communication is sent to the first responder and a first reply is received. The conversation identifier is determined based on the first reply and the first reply is mapped to the web browser. The first reply is sent to the web browser.

Plain-Language Overview of Independent Claims

This patent essentially describes a "smart" chat routing system that acts as an intermediary, allowing an anonymous website user to connect with the right expert or agent without either party needing to know the other's contact information or use the same communication platform.

• Independent Claim 1: Details a system for managing these communications. It begins when a user on a website, who is not logged in, starts a chat. An initial entity, the "first responder" (which could be an automated greeter or a virtual assistant), interacts with the user. Once the user sends a message, the system analyzes it to identify an appropriate "second responder" (a human expert, for example). The system then sends the user's message to this second responder using their preferred communication method (like SMS or email). When the second responder replies, the system uses a unique conversation ID to route the reply back to the correct anonymous user on the website.

• Independent Claim 18: Describes the method or process performed by the system in Claim 1. It outlines the sequence of steps:

  1. Receiving a chat request from an unauthenticated user on a web page.
  2. Having a "first responder" send an initial message.
  3. Receiving the user's first message.
  4. Creating a unique ID for the conversation.
  5. Identifying a different, "second responder" based on the user's message.
  6. Determining how to contact the second responder.
  7. Sending the user's message to them.
  8. Receiving the second responder's reply.
  9. Using the conversation ID to link the reply back to the user.
  10. Sending the reply to the user's web browser.

A search of the United States Court of Appeals for the Federal Circuit (CAFC) 2026 dockets for US patent 11,336,597 yielded no results.

Litigation History of US Patent 11,336,597

As of April 28, 2026, US Patent 11,336,597, assigned to Disintermediation Services, Inc., has been asserted in multiple patent infringement lawsuits. Disintermediation Services, Inc. is the plaintiff in all known cases.

Here is a list of known litigation involving this patent:

1. Disintermediation Services, Inc. v. LiveAdmins, LLC

• Plaintiff: Disintermediation Services, Inc.
• Defendant: LiveAdmins, LLC
• Jurisdiction: U.S. District Court for the Northern District of Illinois
• Case Number: 1:2022cv06539
• Filing Date: Information not publicly available.
• Status/Outcome: On May 16, 2024, the court denied the defendant's motion to dismiss the complaint, which had argued that the patent was invalid. The case appears to be ongoing.

2. Disintermediation Services, Inc. v. The Kroger Co. et al

• Plaintiff: Disintermediation Services, Inc.
• Defendants: The Kroger Co., Kroger Texas LP
• Jurisdiction: U.S. District Court for the Eastern District of Texas
• Case Number: Not specified in available documents.
• Filing Date: Reported in July 2024.
• Status/Outcome: The case alleges infringement of US Patent 11,336,597 and 11,240,183. The current status is unknown based on available information.

3. Disintermediation Services, Inc. v. Living Spaces Furniture, LLC

• Plaintiff: Disintermediation Services, Inc.
• Defendant: Living Spaces Furniture, LLC
• Jurisdiction: U.S. District Court for the Eastern District of Texas
• Case Number: Not specified in available documents.
• Filing Date: Reported in February 2025.
• Status/Outcome: This case also alleges infringement of US Patent 11,336,597 and 11,240,183. The current status is unknown based on available information.

4. Disintermediation Services, Inc. v. Hello UMI S.L.

• Plaintiff: Disintermediation Services, Inc.
• Defendant: Hello UMI S.L.
• Jurisdiction: U.S. District Court for the Western District of Texas
• Case Number: Not specified in available documents.
• Filing Date: Information not publicly available.
• Status/Outcome: The current status is unknown based on available information.

5. Intercom, Inc. v. Disintermediation Services, Inc.

• Plaintiff: Intercom, Inc.
• Defendant: Disintermediation Services, Inc.
• Jurisdiction: U.S. District Court for the District of Delaware
• Case Number: Not specified in available documents.
• Filing Date: Information not publicly available.
• Status/Outcome: This appears to be a declaratory judgment action. The current status is unknown based on available information.

Proceedings overview

There are no AIA trial proceedings on file for US Patent 11,336,597.

Strategic summary

As of today, May 29, 2026, all claims of US Patent 11,336,597 remain untested by Inter Partes Review (IPR), Post-Grant Review (PGR), or Covered Business Method (CBM) proceedings at the Patent Trial and Appeal Board (PTAB). This means the patent has not been challenged through these administrative processes, and no claims have been canceled or narrowed by the PTAB.

The absence of PTAB activity suggests that any prior art grounds that could have been raised in an IPR, PGR, or CBM are still available for a defendant currently facing assertion of this patent. There are no estoppel implications under § 315(e)(2) for any potential petitioner or their privies regarding this patent.

Recommended next steps

Since no PTAB activity exists for US Patent 11,336,597, a defendant currently facing assertion of this patent would have all avenues for challenging the patent at the PTAB open to them. The absence of PTAB challenges for a patent that has been in litigation since at least mid-2022 is notable and could indicate that potential petitioners have not found sufficiently strong grounds for IPR/PGR or have chosen to settle rather than pursue PTAB trials. A thorough prior art search would be a crucial first step to evaluate the viability of an IPR or PGR petition.

Inventors

• John Patrick Francis DANDISON
• James Allen Johnson
• Paul Joseph Lyman Schottland

At the time of the original invention (priority date October 17, 2011), the inventors appear to be the principals of Disintermediation Services Inc. Public records and professional profiles do not indicate they were employed by another operating company when the invention was conceived. This pattern is common in founder-inventor scenarios.

Original assignee

The original assignee is Disintermediation Services Inc. According to North Carolina public records, the company was incorporated in 2011. There is no public evidence that Disintermediation Services Inc. has ever developed or shipped a commercial product or service embodying the claims of the patent. The company's sole known activity is the assertion of its patent portfolio, as detailed in the litigation summary. Unified Patents identifies the entity as a patent assertion entity. The company's status appears to be active solely for the purpose of patent licensing and litigation.

Assignment timeline

A search of the USPTO Patent Assignment Search database for US 11,336,597 reveals one recorded assignment.

• 2022-04-13 (executed) / recorded 2022-04-19 — Reel 058869/0635
  • Conveyance: Assignment of Assignor's Interest
  • Assignor: John Patrick Francis Dandison; Paul Joseph Lyman Schottland; James Allen Johnson (the inventors)
  • Assignee: Disintermediation Services, Inc.
  • Correspondent: Joseph M. Teleoglou; Teleoglou Law PLLC; 10752 Deerwood Park Blvd, Suite 100, Jacksonville, FL, 32256
  • Context: This is a confirmatory assignment transferring the inventors' rights to the original assignee, Disintermediation Services, Inc., formalizing the ownership chain prior to assertion.

Timeline diagram

timeline
    title Ownership of US 11336597
    2011 : Provisional application filed
    2012 : First non-provisional filed
    2022 : Patent issued
         : Inventors formally assign to Disintermediation Services Inc
         : First infringement suits filed

NPE / troll-pattern signals

1. Shell-entity transfer — present.
   The patent was assigned from the inventors directly to Disintermediation Services, Inc. (Reel 058869/0635). This entity has no known products or services and appears to exist solely to hold and assert patents, which is the definition of a shell entity for licensing purposes.

2. Known asserter in the chain — present.
   The current and sole assignee, Disintermediation Services, Inc., is a known patent asserter. It is listed as a plaintiff in multiple infringement cases and is tracked as a patent assertion entity by organizations like Unified Patents.

3. Repeat correspondent across the chain — not present.
   Only one assignment is on record, so there is no recurrence. However, the correspondent of record, Joseph M. Teleoglou of Teleoglou Law PLLC, has been identified in legal analytics as counsel for various patent assertion entities in litigation, making his presence notable.

4. Cascading transfers — not present.
   There are no recorded cascading transfers; ownership has remained with the original assignee since the confirmatory assignment.

5. Pre-litigation transfer — present.
   The confirmatory assignment was executed on April 13, 2022, and recorded on April 19, 2022 (Reel 058869/0635). The first lawsuits asserting this patent family were filed in mid-2022 (e.g., against LiveAdmins, case 1:2022cv06539). This recording served to clean up the chain of title and ensure legal standing immediately before the litigation campaign began.

6. Bankruptcy fire-sale — not present.
   The original assignee is not known to have gone through bankruptcy.

7. Privateering — not present.
   There is no evidence that an operating company transferred this patent to Disintermediation Services, Inc. to assert on its behalf.

8. Defensive aggregator (anti-NPE) — not present.
   The patent is not assigned to any known defensive aggregator.

Verdict

NPE — high confidence

The verdict is based on multiple strong signals. The assignee, Disintermediation Services, Inc., is a known patent asserter with no evidence of commercial products, fitting the profile of a patent-holding entity (Signal 2). The formal assignment from the inventors to this entity was recorded immediately before the start of a widespread litigation campaign, indicating a clear intent to assert (Signal 1, Signal 5). This pattern of behavior is characteristic of a Non-Practicing Entity (NPE) operating a litigation-centric business model.

A link to the USPTO assignment records for verification can be found here: USPTO Assignment Search for US 11,336,597.

Analysis of Prior Art Cited in US Patent 11,336,597

As a senior US patent analyst, I have reviewed the prior art cited on the face of US Patent 11,336,597. The following analysis details each cited reference and its potential relevance to the claims of the '597 patent under 35 U.S.C. § 102 (Anticipation).

A reference anticipates a claim if it discloses, either expressly or inherently, each and every element of that claim. The independent claims of the '597 patent (Claims 1 and 18) are the primary focus, as the invalidity of an independent claim typically renders its dependent claims invalid as well.

The core novelty of US Patent 11,336,597 appears to be the combination of:

• An unauthenticated web user initiating a communication.
• A first responder (e.g., a virtual assistant) engaging the user.
• The system then identifying a second, different responder based on the user's input.
• Routing the communication to this second responder via their specific, potentially different, communication protocol (e.g., SMS, email).
• Managing the entire conversation through a conversation identifier, ensuring replies are mapped back to the correct anonymous user on the web browser, all while maintaining anonymity between the user and the second responder.

---

Prior Art Analysis

1. U.S. Patent 9,106,599 B2

• Full Citation: Dandison et al., U.S. Patent 9,106,599 B2, "Two-way real time communication allowing asymmetric participation across multiple electronic platforms."
• Publication/Filing Dates:
  • Publication Date: August 11, 2015
  • Filing Date: October 16, 2012
• Description: This patent is an earlier patent in the same family as the '597 patent. It describes a system for connecting a web-based user (initiator) with one or more responders using different real-time communication (RTC) protocols. It details how an initiator can start a conversation from a website without providing identifying information. The system then matches the initiator with potential responders based on pre-defined criteria and routes messages between them, translating between protocols like HTTP, SMS, and instant messaging. It explicitly mentions maintaining anonymity and managing conversations.
• Potential Anticipation:
  • Claims 1 & 18: This reference is highly relevant as it discloses the foundational elements of the '597 patent's claims. It describes receiving a communication from a web user, matching them to responders, using different communication modes, and routing messages. However, the claims of the '597 patent introduce a specific, nuanced step: the sequential involvement of a "first responder" and then a "second responder, wherein the second responder is different from the first responder." The '599 patent speaks generally of matching an initiator to a "pool of subscribing respondents." It does not explicitly detail the two-step responder handoff (e.g., from a virtual assistant to a live agent) recited in claim 1. Therefore, while it describes most of the system, it may not anticipate the specific two-responder structure, which could be argued as a patentable improvement.

2. U.S. Patent 9,894,019 B2

• Full Citation: Dandison et al., U.S. Patent 9,894,019 B2, "Two-way real time communication system that allows asymmetric participation in conversations across multiple electronic platforms."
• Publication/Filing Dates:
  • Publication Date: February 13, 2018
  • Filing Date: July 30, 2015
• Description: This is another patent in the same family, a continuation of the work in the '599 patent. It further elaborates on the system for anonymous, cross-platform communication. It includes details about using a "concierge or virtual assistant" to engage the initiator while the system finds a live responder.
• Potential Anticipation:
  • Claims 1 & 18: This reference comes closer to anticipating the claims than the '599 patent. It explicitly discloses the use of a "concierge or virtual assistant" (the '597 patent's "first responder"). The description states this assistant "stalls for time to allow the respondents the opportunity to respond." This strongly suggests the two-step process. The system receives a user communication, the virtual assistant (first responder) engages, and then a live agent (second responder) is brought in. This reference likely discloses all elements of the independent claims, making a strong case for anticipation. The distinction may lie in how the claims are construed by a court, but on its face, the '019 patent appears to describe the same inventive concept.

3. U.S. Patent 10,841,253 B2

• Full Citation: Dandison et al., U.S. Patent 10,841,253 B2, "Two-way real time communication system that allows asymmetric participation in conversations across multiple electronic platforms."
• Publication/Filing Dates:
  • Publication Date: November 17, 2020
  • Filing Date: February 8, 2018
• Description: Also a member of the same patent family, this patent continues to refine the description of the communication system. It builds upon the concepts of anonymous users, multi-protocol responders, and the use of a virtual assistant.
• Potential Anticipation:
  • Claims 1 & 18: Similar to the '019 patent, this reference very likely discloses all the elements of the independent claims of the '597 patent. As part of the same chain of continuing applications, it describes the same fundamental system. The specific claim language in the '597 patent appears to be a re-phrasing of the concepts disclosed and claimed in this earlier family member. A detailed claim chart would be necessary for a definitive conclusion, but a strong argument for anticipation exists.

Conclusion on Examiner-Cited Art:

The most relevant prior art references are, unsurprisingly, earlier patents from the same family. The examiner cited these patents during the prosecution of the '597 patent. The allowance of the '597 patent in light of these references suggests that the examiner found a patentable distinction, likely in the specific phrasing and sequence of the "first responder" and "second responder" limitations. In litigation, a defendant would likely argue that these earlier family members teach the entire inventive concept and that the '597 claims are not novel. The patent holder, Disintermediation Services, would argue that the specific combination and sequence claimed in the '597 patent is a non-obvious improvement over the disclosures of its parent patents.

Obviousness Analysis of US Patent 11,336,597 under 35 U.S.C. § 103

This analysis evaluates whether the invention claimed in US Patent 11,336,597 would have been obvious to a Person Having Ordinary Skill in the Art (PHOSITA) at the time of the invention. Under 35 U.S.C. § 103, a patent claim is invalid "if the differences between the claimed invention and the prior art are such that the claimed invention as a whole would have been obvious before the effective filing date of the claimed invention to a person having ordinary skill in the art."

The analysis focuses on independent claims 1 and 18, which define the core invention. The key elements of these claims are:

• An unauthenticated web user initiates a conversation.
• A "first responder" sends an initial message or request for information.
• The system receives the user's first communication.
• Based on that communication, the system identifies a "second responder," who is different from the first.
• The system forwards the communication to the second responder using their specific communication protocol (which may differ from the user's web browser).
• The system uses a conversation identifier to manage and map replies from the second responder back to the correct user.

The central, arguably novel, feature captured by the claims is the specific, sequential handoff from a "first responder" to a "second, different responder" within an anonymous, cross-platform communication system.

---

Primary Obviousness Combination

Proposed Combination: U.S. Patent 9,894,019 B2 ("the '019 patent") in view of common knowledge in the art of automated customer service systems.

1. The '019 Patent as a Base Reference

The '019 patent, an earlier family member of the '597 patent, discloses nearly all elements of the claimed invention. As detailed in the prior art analysis, it teaches:

• A system for connecting an anonymous, unauthenticated web user with responders (Claim elements: "receive a communication request, from a web browser of an unauthenticated user").
• The use of different communication protocols (e.g., HTTP for the user, SMS/email for the responder).
• The routing of messages based on criteria derived from the user's input (Claim elements: "identify, based on the first communication, a second responder... determine a communication protocol of the second responder").
• The management of the conversation to maintain anonymity and ensure messages are correctly routed (Claim elements: "determine a conversation identifier... map the first reply to the web browser using the conversation identifier").

Crucially, the '019 patent explicitly discloses the "first responder" concept. In its detailed description, it states: "...the initiator can be asked questions about the subject matter of the website by the use of a concierge or virtual assistant. This virtual assistant serves two important purposes, it stalls for time to allow the respondents the opportunity to respond and it engages the initiator so they do not feel like they are on hold waiting for a response."

This "concierge or virtual assistant" directly corresponds to the "first responder" in the '597 claims. It is an initial entity that engages the user before a subsequent responder is brought in.

2. Common Knowledge as the Secondary Teaching

A PHOSITA in 2011 would have been intimately familiar with the concept of tiered customer support, particularly the use of automated front-line systems to qualify users before escalating to a human agent. This was a standard, widespread business practice used for decades in call centers (e.g., Interactive Voice Response or "IVR" systems) and was becoming increasingly common in web-based support. The principle is simple and well-established: use a lower-cost automated system to handle simple requests or gather basic information, and then route the inquiry to the appropriate, higher-cost human expert.

3. Motivation to Combine and Reasonable Expectation of Success

The '019 patent itself provides the motivation for this combination. By describing a "virtual assistant" that "stalls for time" while the system finds a responder, the patent identifies a known problem: the delay in connecting a user to a live agent. A PHOSITA, tasked with implementing or improving the system of the '019 patent, would be motivated by clear and predictable business goals to implement this virtual assistant as a qualifying agent.

The motivation would be to:

1. Improve Efficiency: Use the "stall" time productively to gather information from the user, thereby qualifying the lead or support request.
2. Enhance User Experience: Keep the user engaged with an immediate, automated response rather than a "please wait" message.
3. Properly Route Inquiries: Use the information gathered by the virtual assistant (the first responder) to identify the correct human agent (the second, different responder) based on expertise, location, or other criteria taught by the '019 patent.

Therefore, a PHOSITA would have found it obvious to configure the "concierge or virtual assistant" of the '019 patent to act as the "first responder" that gathers information, and then have the system use that information to select and route the conversation to a human agent, who is necessarily the "second, different responder." This is not an inventive leap, but rather the application of a standard customer service workflow to the specific technical environment described in the '019 patent. There would be a high expectation of success, as this combination involves applying a known process (tiered support) to a system explicitly designed to support it.

Conclusion: The combination of the '019 patent's teachings with the common knowledge of automated, tiered customer support systems would render claims 1 and 18 of the '597 patent obvious under 35 U.S.C. § 103. The '019 patent provides the technical foundation, and common industry practice provides the motivation to arrange the components into the specific sequence claimed.

Patent Term and Expiration Analysis for US 11,336,597

As of April 28, 2026, the following details pertain to the term, application history, and projected expiration of US Patent 11,336,597.

Projected Expiration Date

The projected expiration date for US Patent 11,336,597 is October 16, 2032.

This date is calculated 20 years from the filing date of the earliest non-provisional application in the family, which is U.S. Application No. 13/653,119, filed on October 16, 2012.

Patent Term Adjustments (PTA) & Extensions (PTE)

• Patent Term Adjustment (PTA): There has been no Patent Term Adjustment granted for this patent. The "Adjusted expiration" date of October 16, 2032, noted in the patent's metadata, matches the standard 20-year term from the earliest non-provisional filing date. This indicates an effective PTA of zero days.
• Patent Term Extension (PTE): There is no indication of any Patent Term Extension, which is typically granted for delays in regulatory review (e.g., by the FDA) and is not applicable in this case.

Application and Family History

US Patent 11,336,597 issued from application US17/573,056, filed on January 11, 2022. This patent is part of a large family of continuing applications that all claim priority to a provisional application filed in 2011.

Continuity Chain:
The patent is a continuation of a chain of prior applications, establishing its priority date. The chain is as follows:

• This patent (US 11,336,597) is a continuation of:
• Application 17/036,709 (issued as US 11,240,183) which is a continuation of:
• Application 15/892,129 (issued as US 10,841,253) which is a continuation of:
• Application 14/814,337 (issued as US 9,894,019) which is a continuation of:
• Application 13/653,119 (issued as US 9,106,599) which claims the benefit of:
• Provisional Application 61/627,714, filed on October 17, 2011.

Subsequent Continuation Applications (Continuations filed after this patent):
The assignee, Disintermediation Services Inc., has continued to file applications in this family after the application for the '597 patent was filed. These include:

• US Application 17/572,958 (issued as US 11,349,787)
• US Application 17/740,526 (issued as US 11,418,466)
• US Application 17/868,970 (issued as US 11,855,936)
• US Application 17/939,730 (issued as US 11,855,937)
• US Application 18/225,987 (status pending)

Divisional Applications:
Based on the provided patent data, there are no divisional applications related to US 11,336,597 or its parent applications. The prosecution strategy has focused on a series of continuation applications rather than divisionals.

Full Patent Family:
The patent family includes a large number of related U.S. patents and applications, all sharing the same priority claim. The known members of this family are:

• US 9,106,599
• US 9,894,019
• US 10,841,253
• US 11,240,183
• US 11,336,597 (this patent)
• US 11,349,787
• US 11,418,466
• US 11,855,936
• US 11,855,937
• Application 18/225,987 (pending)

Here is the comprehensive "Defensive Disclosure" document for US Patent 11,336,597, designed to establish prior art against future incremental inventions.

Defensive Publication & Prior Art Disclosure

Title: Systems and Methods for Dynamic, Multi-Protocol, and Decentralized Communication Routing for Anonymous Participants
Publication Date: April 28, 2026

Abstract: This publication discloses a series of enhancements, alternative implementations, and novel applications of a system that facilitates communication between an unauthenticated user on a first platform and one or more responders on disparate platforms. The disclosures herein build upon the concept of a multi-stage responder handoff (e.g., from an automated first responder to a human second responder) by introducing variations in architecture, operational parameters, cross-domain use cases, and integration with emerging technologies. These disclosures are intended to enter the public domain and serve as prior art for any future patent applications in this domain.

---

Derivative Set 1: Architectural & Component Substitutions

1.1. Decentralized Responder Network via Distributed Hash Table (DHT)

• Enabling Description: The centralized server architecture for storing and matching responder criteria is replaced with a decentralized model using a Distributed Hash Table (DHT) based on the Kademlia algorithm. Each responder client, upon becoming available, computes a hash of its expertise keywords (e.g., "tax law," "New York," "Spanish") and availability schedule. It then stores its contact information (e.g., xmpp:expert@domain.com) and a signed timestamp at the DHT node(s) corresponding to these hashes. When an unauthenticated user initiates a request, the intermediary server hashes the user's query terms and queries the DHT to find the closest nodes, retrieving a list of available, relevant responders. The "first responder" can be a bot that helps the user refine their query to generate more effective hashes for the DHT lookup. This architecture eliminates the central database as a single point of failure and censorship.
• Mermaid Diagram:

  sequenceDiagram
      participant User
      participant Intermediary
      participant DHT Network
      participant ResponderA
      participant ResponderB
  
      User->>Intermediary: Start Conversation (Topic: "Tax Law")
      Intermediary->>Intermediary: Hash("Tax Law") -> Key
      Intermediary->>DHT Network: find_node(Key)
      DHT Network-->>Intermediary: Return Peers (ResponderA, ResponderB)
      Intermediary->>ResponderA: Route User Message (SMS)
      ResponderA-->>Intermediary: Reply (SMS)
      Intermediary-->>User: Display Reply
  

1.2. Serverless Function-Based Architecture

• Enabling Description: The entire communication proxy is implemented using a serverless, event-driven architecture (e.g., AWS Lambda). A request from the user's web browser triggers an API Gateway endpoint, which invokes a receiveRequest function. This function creates a conversation ID and places the request onto a message queue (e.g., SQS). A findFirstResponder function is triggered, which invokes a chatbot service. The chatbot's interaction is managed by a manageFirstResponse function. Once the user is qualified, the chat service emits a qualifedUser event to a topic (e.g., SNS). A findSecondResponder function subscribes to this topic, queries a database (e.g., DynamoDB) for an expert, and invokes a protocol-specific routeMessage function (e.g., sendSMS, sendEmail). Replies are sent to dedicated endpoints that invoke a receiveReply function, which uses the conversation ID to push the message back to the user via a WebSocket connection.
• Mermaid Diagram:

  graph TD
      A[User Browser via API Gateway] --> B(Lambda: receiveRequest);
      B --> C{Message Queue};
      C --> D(Lambda: processRequest);
      D --> E[First Responder: Chatbot Service];
      E --> F(Lambda: manageFirstResponse);
      F -- Qualified --> G{Event Topic};
      G --> H(Lambda: findSecondResponder);
      H --> I[Responder DB];
      H --> J(Lambda: routeToResponder);
      J -- SMS/Email --> K[Second Responder];
      K -- Reply --> L(Lambda: receiveReply);
      L -- via WebSocket --> A;
  

1.3. Localized Edge-Compute First Responder

• Enabling Description: To minimize initial latency, the "first responder" function is deployed as a lightweight containerized application on a global edge computing network (e.g., Cloudflare Workers or Fastly Compute@Edge). When a user initiates a chat, their request is routed to the nearest edge node. This edge application provides the initial automated chat interaction, gathering necessary information. Once the user is qualified, the edge application makes a single API call to the centralized "second responder" routing system, passing the conversation ID, transcript, and qualified topic. The central system then takes over routing to the human expert, while the user's connection remains with the low-latency edge node for message display.
• Mermaid Diagram:

  sequenceDiagram
      participant User
      participant EdgeNode
      participant CentralRouter
      participant SecondResponder
  
      User->>EdgeNode: Initiate Chat
      EdgeNode->>User: First Responder Interaction (Low Latency)
      User->>EdgeNode: Provides Info
      EdgeNode->>CentralRouter: Request Second Responder (Payload: ConvID, Transcript)
      CentralRouter->>SecondResponder: Route Message
      SecondResponder-->>CentralRouter: Reply
      CentralRouter-->>EdgeNode: Forward Reply
      EdgeNode-->>User: Display Reply
  

---

Derivative Set 2: Operational Parameter Expansion

2.1. Nanoscale Lab-on-a-Chip (LOC) Diagnostic Routing

• Enabling Description: The system manages asynchronous tasks on a microfluidic "lab-on-a-chip" device. The "unauthenticated user" is a biosensor that detects the presence of a specific protein and sends a signal via an I2C bus. The "first responder" is the LOC's onboard microcontroller, which runs an initial signal classification algorithm. If the signal is ambiguous, the microcontroller (first responder) identifies a "second responder"—a different set of sensors optimized for a secondary assay (e.g., fluorescence detection). It opens a microfluidic valve to route the sample to the second location and triggers the second sensor array. The response from the second array is mapped back to the initial event using a timestamp-based conversation ID.
• Mermaid Diagram:

  stateDiagram-v2
      [*] --> Sensor1_Detects_Analyte
      Sensor1_Detects_Analyte --> MCU_FirstResponse: I2C Signal
      MCU_FirstResponse: Classify Signal
      MCU_FirstResponse --> Ambiguous: Signal Unclear
      Ambiguous --> RouteToSensor2: Open Valve
      RouteToSensor2 --> Sensor2_SecondResponse: Activate Assay
      Sensor2_SecondResponse --> Report_Result
      MCU_FirstResponse --> Clear: Signal Classified
      Clear --> Report_Result
      Report_Result --> [*]
  

2.2. High-Frequency Trading (HFT) Anomaly Routing

• Enabling Description: The system is implemented in hardware (FPGA) for ultra-low latency market data processing. The "initiator" is a pattern-matching module that detects a potential arbitrage opportunity in the market data stream (sub-microsecond). The "first responder" is a pre-trade risk check module on the same FPGA, which verifies the trade against compliance and risk limits in nanoseconds. If the check passes, it identifies the "second responder"—a specific execution algorithm module. It forwards the trade parameters to the execution module via a direct memory interface. The execution module's fill/reject report is the "reply," which is mapped back to the original opportunity event using a unique hardware-generated identifier.
• Mermaid Diagram:

  graph TD
      subgraph FPGA
          A[Market Data Ingest] --> B{Pattern Matcher};
          B -- Opportunity Detected --> C[First Responder: Risk Check];
          C -- Check OK --> D[Second Responder: Execution Algo];
          D --> E[FIX Gateway Out];
          E -- Fill Report --> F{Response Mapper};
          C -- Check Fail --> F;
          B -- No Match --> A;
      end
      F --> G[Log];
  

---

Derivative Set 3: Cross-Domain Applications

3.1. Aerospace: In-Flight Anomaly Reporting

• Enabling Description: The system is embedded in an aircraft's In-Flight Entertainment (IFE) and cabin management network. A passenger pressing the "call attendant" button on their seat initiates the request. The "first responder" is the central IFE server, which presents options on the user's screen ("Drink," "Assistance," "Medical"). Based on the selection, the system identifies the appropriate "second responder." A "Drink" request is routed to the galley's crew terminal (e.g., via a message on their tablet). A "Medical" request is routed simultaneously to all crew terminals and logged with high priority in the cabin log. The crew member's acknowledgment of the request on their terminal is the "reply," which turns off the call light at the user's seat.
• Mermaid Diagram:

  flowchart LR
      User(Seat 14B) -- Call Button --> IFE_Server{First Responder};
      IFE_Server --> Screen[Display Options];
      User -- Selects 'Medical' --> IFE_Server;
      IFE_Server -- High Priority --> Galley_Terminal(Second Responder 1);
      IFE_Server -- High Priority --> Cockpit_Terminal(Second Responder 2);
      Galley_Terminal -- Ack --> IFE_Server;
      IFE_Server -- Update Status --> User_Light_Off(Seat Light Off);
  

3.2. AgTech: Precision Agriculture Irrigation Management

• Enabling Description: The system is a cloud service connected to a farm's LoRaWAN network. A soil moisture sensor ("initiator") reports a dry condition. The LoRaWAN network server ("first responder") receives this data and validates it against data from adjacent sensors and weather forecast data to rule out a sensor fault. If the dry condition is confirmed, the server identifies the "second responder"—the irrigation controller for that specific zone. It sends a command via MQTT to the controller to begin a watering cycle. The controller's confirmation that the cycle has started is the "reply," which updates the system dashboard.
• Mermaid Diagram:

  sequenceDiagram
      participant Sensor
      participant LoRaWAN_Server as First Responder
      participant Weather_API
      participant Irrigation_Controller as Second Responder
  
      Sensor->>LoRaWAN_Server: Report Low Moisture
      LoRaWAN_Server->>Weather_API: Check Rain Forecast
      LoRaWAN_Server->>LoRaWAN_Server: Validate Data
      LoRaWAN_Server->>Irrigation_Controller: MQTT: start_cycle(zone=4)
      Irrigation_Controller-->>LoRaWAN_Server: MQTT: ack(zone=4)
  

---

Derivative Set 4: Integration with Emerging Technologies

4.1. AI-Driven Predictive Responder Selection

• Enabling Description: The second responder selection logic is replaced with a pre-trained transformer-based AI model (e.g., BERT). The model is trained on millions of past conversations and their outcomes (e.g., resolution time, user satisfaction). When a user completes the interaction with the "first responder" (chatbot), the entire transcript is vectorized and fed into the AI model. The model outputs a ranked list of available second responders, each with a predicted "success probability." The system routes the request to the responder with the highest score. The model continuously re-trains on new conversations, adapting to changes in responder skill and user query patterns.
• Mermaid Diagram:

  graph TD
      A[User Transcript] --> B(Vectorize Text);
      B --> C[AI Prediction Model];
      C --> D{Ranked List of Responders};
      D -- Top Ranked --> E(Route to Best Responder);
      subgraph Feedback Loop
          F[Conversation Outcome] --> G(Update Training Data);
          G --> H(Re-train Model);
      end
      E --> F;
  

4.2. Blockchain for Verifiable Conversation Audits

• Enabling Description: For regulated industries, the system logs conversation events to a permissioned blockchain (e.g., Hyperledger Fabric). The initiation of a conversation creates a genesis block for that conversation's unique asset ID. Each subsequent message—from user to system, system to responder, and back—is a transaction that is cryptographically signed by the processing component and added to the chain. The identity of the user and responder are replaced by pseudonymous one-time-use keys, preserving anonymity. This provides a tamper-proof, immutable audit trail for regulators without storing sensitive PII on the blockchain itself.
• Mermaid Diagram:

  erDiagram
      CONVERSATION ||--o{ BLOCK : contains
      CONVERSATION {
          string conversationID PK
          datetime startTime
      }
      BLOCK {
          string blockHash PK
          string conversationID FK
          string previousHash
          datetime timestamp
          string eventPayload
          string signature
      }
  

---

Derivative Set 5: Inverse & Failure Mode Operation

5.1. Graceful Degradation to Asynchronous Ticketing

• Enabling Description: The system includes a real-time availability check for second responders. If the routing logic queries the responder database and finds zero available responders who match the criteria, it triggers a "degradation" workflow. The "first responder" (chatbot) is dynamically reconfigured with a new dialogue tree. It informs the user that no live agents are available and presents a form to collect the user's email address and a more detailed problem description. Upon submission, the system packages the chat transcript and the form data, creates a ticket in an external helpdesk system (e.g., Zendesk) via API, and uses the new ticket number as the persistent conversation identifier.
• Mermaid Diagram:

  stateDiagram-v2
      state "Real-time Chat" as Chat
      state "Asynchronous Ticketing" as Ticket
  
      [*] --> Chat
      Chat: User interacts with First Responder
      Chat --> Chat: Second Responders available
      Chat --> Ticket: No Second Responders available
  
      Ticket: Collect user email and details
      Ticket --> [*]: Ticket created in Helpdesk
  

---

Combination Prior Art with Open-Source Standards

1. Combination with Matrix Protocol

• Enabling Description: The system is implemented as a Matrix Application Service. An unauthenticated user on a website uses a client that communicates with the Application Service, which creates a new, encrypted Matrix room for the session. The Application Service's user ID (the "first responder") automatically joins and greets the user. After analyzing the user's initial messages, the Application Service uses the Matrix protocol to invite the appropriate human expert (identified by their Matrix ID, e.g., @expert_jane:company.com) into the room as the "second responder." The conversation continues within the standard, end-to-end encrypted Matrix room, with the Application Service bridging messages if the second responder uses a different protocol (e.g., SMS, via a separate bridge). The Matrix Room ID (!randomstring:company.com) serves as the permanent, globally unique conversation identifier.

2. Combination with ActivityPub Protocol (Fediverse)

• Enabling Description: The system functions as a customer support bridge for the Fediverse. A company runs an ActivityPub server with a dedicated support actor (e.g., @support@brand.com). A user on a web form initiates a request. The system converts this request into a new Create activity containing a Note object and posts it to the support actor's outbox, addressed only to the support actor itself (making it private). A "first responder" service monitors this outbox, processes the Note, and then forwards it to the appropriate "second responder" (e.g., @tech_support@brand.com) by sending an Announce activity. The URI of the original Note object serves as the conversation identifier, and all replies use the inReplyTo field, creating a federated, yet privately routed, conversation thread.

3. Combination with SIP and ENUM

• Enabling Description: The system is an advanced SIP Proxy that leverages ENUM for dynamic routing. When a web user starts a chat, the system allocates a temporary E.164 number (a phone number) from a pool to serve as the conversation ID. The "first responder" is a SIP-based chatbot (a User Agent Client). When the user needs to be escalated, the system performs an ENUM query on the allocated number. The ENUM record, pre-populated by the responder, returns a set of URIs for that responder's preferred contact methods (e.g., sip:expert@company.com, mailto:expert@company.com, sms:+15551234567). The system selects the appropriate URI based on presence information (e.g., the SIP agent is online) and forwards the message via the corresponding gateway (e.g., a SIP-to-SMS gateway). All subsequent messages are routed using the allocated E.164 number as the identifier.