Adaptive Conference Connectivity Scaffolding
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Solution Overview
Problem
Customers of financial institutions often desire a more dynamic conferencing experience that includes multiple computing devices with features for controlling the conference, which existing communication methods fail to provide effectively.
Innovation Solution
A system and method that allows customers to establish connections with financial institution representatives using multiple customer computing devices, enabling the transmission of conference data such as audio, video, textual, or tactile communication, and allowing for dynamic changes in communication mediums during a conference session, such as switching between devices or adding/removing communication channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional single-device communication methods are used, then system simplicity is maintained, but conferencing flexibility and customer control are limited
Solution Approach 1:
The patent segments the conferencing system into multiple independent communication channels (audio, video, text, data sharing) that can be independently controlled and transferred between devices. Each channel operates as a separate connection that can be selectively activated or deactivated, allowing customers to use different devices for different communication types without requiring complete system reconfiguration.
Solution Approach 2:
The system implements dynamic device switching where customers can actively transfer control of different communication channels between multiple devices during the conference. The connectivity level is not fixed but can be adjusted in real-time based on customer needs, allowing seamless transition from single-device to multi-device conferencing as the situation requires.
2Adaptability or versatility
If multiple communication channels are integrated, then conferencing functionality is enhanced, but system complexity increases
Solution Approach 1:
The patent creates a universal conferencing platform that handles multiple communication types (audio, video, text, data sharing) through a single integrated system architecture. The representative system can simultaneously manage multiple connection types with different customer devices, where each device type is optimized for specific communication functions while the overall system provides unified control and coordination.
3Ease of operation
If automatic device identification is implemented, then customer convenience is improved, but loss of customer control is increased
Solution Approach 1:
The system provides continuous feedback to customers about available devices and their current communication channel assignments. Customers receive real-time information about which devices are connected, what communication types are active on each device, and can see the impact of their switching decisions before implementing them, allowing informed control decisions.
Data Source
AI summary
Systems, methods, and computer program products for adaptively scaffolding of levels of connectivity between one or more customer devices during customer service conference are provided. The system includes various applications and features executable on a computing and/or mobile computing device. The system includes a user interface configured to present tools and features that allows a customer, during a digital conference with a bank representative, to manipulate the channels of communication, levels of connectivity or other features of the digital conference. In some instances, a scaffolding application on the bank's server may be provided to dynamically adjust the levels of connectivity and/or channels of communication of an ongoing digital conference session between a customer and a bank representative based on prior conferences involving the customer and/or a bank representative. As such, the system allows for self-directed and/or computer-aided adjustment of levels of connectivity during a conference.