Contact Center Color Filter Emulation for Impaired Vision
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Solution Overview
Problem
Individuals with sensory impairments, such as color-blindness, face difficulties in communicating effectively with contact center agents due to differences in visual perception, as they cannot accurately perceive color-based indicators or references.
Innovation Solution
A method and apparatus that determine the type of sensory impairment of a caller and apply a configuration filter to an agent's endpoint device to emulate the impairment, allowing the agent to view visual data as the caller perceives it, using a color filter applicator module to adjust the display to match the caller's perception of colors.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If color-blind people use lenses to perceive different colors, then their color perception is improved, but they still experience difficulty in following non color-blind people's reference to particular colors
Solution Approach 1:
The system introduces a visual representation as an intermediary that translates color information into a format accessible to both color-blind and non color-blind users. The visual representation serves as a common reference point that bridges the perception gap between callers with color vision deficiencies and agents with normal color vision, enabling effective communication without requiring the caller to interpret color-coded information directly.
Solution Approach 2:
The system dynamically adjusts color representations in the visual interface based on the caller's color vision capabilities. By applying color filters or alternative color schemes that correspond to the caller's specific color blindness type, the system transforms the visual display to match the caller's perception, thereby eliminating communication barriers related to color interpretation.
2Ease of operation
If contact center agents use standard visual displays, then the display is simple and easy to operate, but color-blind callers cannot accurately perceive color-based indicators
Solution Approach 1:
The visual display system transitions from a static, fixed color scheme to a dynamic interface that automatically adapts to the caller's color vision capabilities. The system detects the caller's color blindness type and dynamically adjusts the color representation in real-time, maintaining display simplicity while ensuring accurate color indicator perception for the caller.
Solution Approach 2:
The system modifies visual parameters such as color hue, saturation, and brightness based on the caller's color vision profile. By changing these parameters dynamically, the system maintains the simplicity of the display interface while ensuring that color-based indicators are accurately perceived by color-blind callers, thus resolving the contradiction between display simplicity and color accuracy.
3Adaptability or versatility
If the contact center implements sensory impairment emulation features, then communication with color-blind callers is enhanced, but the device complexity increases
Solution Approach 1:
The system creates a virtual copy of the caller's color vision perception by applying corresponding color filters to the visual display. This copying approach allows the agent to see exactly what the color-blind caller perceives, enabling effective communication without requiring complex hardware modifications or multiple display devices, thus limiting the increase in system complexity.
Solution Approach 2:
The visual representation system serves multiple functions: it provides standard visual information for non color-blind users while simultaneously offering adapted color representations for color-blind users. This multi-functionality allows a single system to accommodate diverse user needs without requiring separate systems for different user types, thereby enhancing accessibility while minimizing the increase in device complexity.
Data Source
AI summary
A method and apparatus is provided for emulating an impairment of a person. The method comprises determining a type of sensory impairment of a person communicating with an agent endpoint device and applying a configuration filter corresponding to the determined type of sensory impairment to output at the agent endpoint device to emulate the sensory impairment of the person. Determining the type of sensory impairment may comprise determining a hearing impairment of the person or a type of color-blindness of the person.