Intelligent Call Routing via Environmental Sensing
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Solution Overview
Problem
Complex telecommunications systems require intelligent call handling to minimize costs and avoid disruptions, as existing systems lack the ability to assess environmental conditions before routing calls.
Innovation Solution
A telecommunications system uses a video camera and microphone to gather information about the environment around a terminal, determining the presence of people, noise levels, and speech, to decide whether to transmit, forward, or ask for handling of incoming calls, and adjusts the call message accordingly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional call routing systems are used, then call handling is simple, but call efficiency and cost optimization are poor
Solution Approach 1:
The system performs preliminary environmental assessment using video cameras and microphones before routing the call. The analysis of visual and audio data about the user's surroundings is conducted in advance, allowing the system to determine the optimal call handling action (forward, transmit, or query) before the call is actually connected, thereby improving call efficiency without requiring complex real-time decision-making during the call itself
Solution Approach 2:
The patent introduces an intermediary call handling system that acts as a mediator between the caller and the telecommunications terminal. This intermediary system analyzes environmental conditions and makes intelligent routing decisions, avoiding the need to directly modify the terminal itself while still achieving improved call efficiency and cost optimization
2Loss of energy
If call forwarding is used frequently, then call cost is reduced, but user experience deteriorates
Solution Approach 1:
The system uses feedback from environmental sensors (video cameras and microphones) to dynamically adjust call routing decisions. By continuously monitoring the user's environment and using this feedback to determine whether to forward or transmit calls, the system optimizes call costs while maintaining user experience, as calls are only forwarded when the environment indicates the user is unavailable or occupied
Solution Approach 2:
The system changes the routing parameter dynamically based on environmental conditions. Instead of using a fixed call forwarding rule, the system adjusts the call handling parameter (forward vs. transmit) based on real-time environmental assessment, thereby reducing unnecessary call forwarding costs while preserving user experience when the user is available
3Measurement precision
If environmental monitoring is added, then call routing accuracy improves, but device complexity increases
Solution Approach 1:
The patent leverages multi-functionality by using existing telecommunications terminal components (video cameras and microphones) for dual purposes: their primary functions for communication and additional environmental monitoring functions. This approach improves environmental assessment accuracy without significantly increasing terminal complexity, as the same hardware serves multiple functions
Solution Approach 2:
The system performs self-service environmental assessment using the terminal's own video camera and microphone to gather information about the surroundings. This eliminates the need for separate external monitoring devices, improving assessment accuracy while minimizing the increase in device complexity by utilizing existing terminal resources
4Loss of energy
If intelligent call handling is implemented, then call cost optimization improves, but system complexity increases
Solution Approach 1:
The intelligent call handling system performs preliminary environmental assessment and routing decision-making before call connection. By analyzing video and audio data in advance and determining the optimal routing action beforehand, the system achieves call cost optimization without requiring complex real-time processing during the call, thereby managing system complexity effectively
Data Source
AI summary
A video camera and microphone associated with a telecommunications terminal are used to gather information about the environment in the vicinity of the telecommunications terminal. Such information includes, but is not limited to: (i) how many people are in the environment, (ii) which specific people are in the environment, (iii) if the environment is dark, (iv) if the environment is quiet, and (v) if the environment comprises human speech. When a specific person is associated with the telecommunications terminal and a request arrives to establish a telephone call with that person, then the information about the environment can be used to decide whether: (1) to transmit the call to the telecommunications terminal, or (2) forward the call away from the telecommunications terminal.