ARS Data Transmission Application for Heterogeneous Networks
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Solution Overview
Problem
Current Automated Response System (ARS) systems face challenges in efficiently transmitting complex information to customers, leading to increased counseling time and inconvenience, especially for senior citizens who require direct interaction with counselors for self-diagnosis and information recording.
Innovation Solution
A system for transmitting interworking data in heterogeneous networks, where data transmission applications are downloaded and installed on both customer and ARS counselor terminals, allowing counselors to select and transmit specific data, and remotely control page outputs on customer terminals, enabling efficient communication of complex information.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If conventional ARS systems transmit complex information through voice communication only, then customers can receive information, but counseling time increases and customers may not understand the information properly
Solution Approach 1:
The patent introduces a data transmission application as an intermediary between the ARS counselor and customer. This application receives data from the counselor terminal, displays it on the customer's terminal screen, and enables interactive control. The intermediary transforms complex verbal explanations into visual, structured data presentations that customers can understand immediately, eliminating the need for repeated explanations and reducing counseling time while improving information retention.
Solution Approach 2:
The patent transitions from one-dimensional voice communication to two-dimensional visual display by showing data on the customer's terminal screen. This dimensional change allows complex information to be presented in a structured, visual format that is easier to comprehend than verbal descriptions alone, thereby reducing the time needed for effective information transmission.
2Reliability
If ARS counselors manually transmit complex information through repeated calls, then customers may understand the information, but counseling convenience decreases and time is wasted
Solution Approach 1:
The data transmission application enables self-service by automatically displaying transmitted data on the customer's terminal screen without requiring repeated manual interventions. The system maintains a data cache that stores transmitted information, allowing customers to review and understand information at their own pace, thereby improving both understanding reliability and counseling convenience simultaneously.
Solution Approach 2:
The application incorporates feedback mechanisms where the counselor can control what data is displayed on the customer's terminal in real-time based on customer responses. This interactive feedback loop ensures that information is understood correctly while maintaining counseling efficiency, as the counselor can adjust the displayed information based on customer comprehension without requiring repeated calls.
3Adaptability or versatility
If ARS systems use traditional data transmission methods, then system complexity is low, but the ability to transmit and control complex information is limited
Solution Approach 1:
The data transmission application serves multiple functions within a single integrated system: it receives data from counselor terminals, displays data on customer terminals, caches data for later review, and enables remote control of displayed information. This multi-functionality greatly enhances data transmission capability while adding minimal system complexity, as all functions are consolidated in a single application rather than requiring separate systems for each function.
Data Source
AI summary
Provided are a system for transmitting interworking data in heterogeneous networks and a method thereof. The system for transmitting interworking data in heterogeneous networks and a method thereof capable of greatly improving convenience and reducing counseling time, by downloading and installing data transmission applications to a customer terminal and an ARS counselor terminal, respectively, allowing the ARS counselor to simply select specific data from complex and hard information upon ARS counseling in a state in which he/she sorts and stores in advance information to be transmitted as data upon the ARS counseling and transmit the selected specific data to the customer terminal, and allowing the remote counselor to control a page for the data transmitted to the customer terminal to be output.