Activatable indicium for unified contact information access
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Solution Overview
Problem
Users face difficulties in finding and accessing contact information across various platforms and interfaces, leading to inefficiencies in contacting the appropriate channel or agent within an entity, resulting in increased waiting times and customer dissatisfaction.
Innovation Solution
An activatable indicium, such as a company logo, is consistently presented across interfaces, serving as a single entry point for accessing contact information, integrating multiple channels and providing statistical information like estimated waiting times, allowing users to efficiently select the best contact option.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If contact information is provided through traditional contact links on webpages, then users can access contact pages, but users face difficulties in finding contact links and navigating through multiple pages, increasing time and complexity
Solution Approach 1:
The patent introduces an automated operator as an intermediary that mediates between the user and the contact information system. When a user activates the indicium, the automated operator instantly provides contact information for multiple channels without requiring the user to navigate through webpages or sift through contact lists, thus resolving the contradiction between ease of operation and time loss
Solution Approach 2:
The system performs preliminary action by pre-organizing contact information for multiple channels and preparing it for instant delivery. The automated operator has the contact information ready in advance, so when the user activates the indicium, the information is immediately available without requiring user navigation or search, eliminating time loss while maintaining ease of operation
2Adaptability or versatility
If multiple contact channels are listed on the contact page, then users have more contact options, but users have difficulty sifting through the information to find the desired contact information
Solution Approach 1:
The automated operator provides feedback by presenting contact information in an organized, channel-by-channel manner. Instead of displaying all contact information simultaneously which overwhelms users, the system provides feedback incrementally - first presenting contact information for one channel, then allowing the user to request information for additional channels, thus maintaining adaptability while improving ease of operation
Solution Approach 2:
The patent segments the contact information by channel, presenting contact information for each channel separately rather than as a single large list. The automated operator divides the contact information into manageable segments (one per channel), allowing users to easily select contact information for specific channels without being overwhelmed by the total number of contact options, resolving the contradiction between versatility and ease of operation
3Device complexity
If entities provide a single contact number or email address, then the contact system is simpler, but users experience long waiting times and cumbersome automated redirect processes
Solution Approach 1:
The automated operator serves multiple functions simultaneously - it acts as an information provider, a navigator, and a time-saver. By providing contact information for multiple channels through a single activation of the indicium, the system maintains simplicity (single entry point) while eliminating the need for users to navigate through automated redirect processes or wait for operators, thus resolving the contradiction between device complexity and time loss
Solution Approach 2:
The system enables self-service by allowing users to instantly obtain contact information for multiple channels through automated delivery. Users do not need to navigate through complex automated redirect systems or wait for operator assistance to determine which channel to contact - the information is provided immediately, maintaining simplicity while eliminating waiting time
4Ease of operation
If contact links are provided consistently across all interfaces, then user experience is improved, but the implementation complexity increases
Solution Approach 1:
The automated operator provides universal functionality across all interfaces - whether the user is on a webpage, mobile webpage, electronic kiosk, or ATM, the same indicium activation process delivers contact information consistently. This single universal solution maintains ease of operation through consistent presentation while avoiding the implementation complexity of creating and maintaining separate contact link systems for each platform
Data Source
AI summary
Embodiments of the invention provide for systems, devices, apparatus, methods, and computer program products for providing contact information via a computer network in response to activating an activatable indicium on a user interface. The activatable indicium integrates and provides the contact information for multiple channels of an entity along with statistical information for multiple contact options associated with each channel, and thus enables a user to contact an agent associated with the entity in a faster, more efficient, and better informed manner.