Command-Based Interactive System for Automated Call Handling

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Solution Overview

Problem

Current virtual assistant systems do not effectively manage incoming calls, requiring user intervention and failing to respond to callers on behalf of users, leading to disruptions and inefficiencies in handling calls.

Innovation Solution

A command-based interactive system that detects incoming calls, records user commands, analyzes context data, and generates conversational threads to respond to callers automatically, allowing users to manage calls without direct interaction.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If a virtual assistant uses natural language processing to match user text or voice input to executable commands, then the user can manage daily routine tasks easily, but the system cannot effectively manage incoming calls and requires user intervention

Engineering Contradiction:

Improveease of managing callsVSAvoidautomation of call handling

Core Design Contradiction:

Ease of operationVSExtent of automation

Solution Approach 1:

The virtual assistant system performs self-service by automatically detecting incoming calls, analyzing context data, generating appropriate responses, and communicating with callers without requiring user intervention. The system monitors user presence and automatically handles calls based on pre-configured parameters and real-time context analysis.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system performs preliminary actions by pre-configuring call handling parameters, pre-analyzing context data from various sources, and pre-preparing response templates. When a call arrives, the system quickly matches the call context with pre-configured parameters and generates appropriate responses without requiring real-time user input.

Inventive Principle:

Principle #10Preliminary action

2Reliability

If the user manually answers and manages calls, then the user has direct control over conversations, but the user is disturbed by frequent calls and cannot concentrate on work

Engineering Contradiction:

Improveuser control over callsVSAvoidtime spent on calls

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The virtual assistant acts as an intermediary between the user and incoming calls. It detects calls, analyzes context data, generates appropriate responses, and communicates with callers on behalf of the user. The system can transfer control to the user when necessary while maintaining automated handling during most interactions.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system continuously monitors user presence, call context, and conversation flow to provide feedback and adjust its behavior. When the user becomes unavailable or the conversation requires human intervention, the system seamlessly transfers control to the user while maintaining contextual awareness of the ongoing conversation.

Inventive Principle:

Principle #23Feedback

3Productivity

If the system automatically handles calls without user input, then call management efficiency improves, but the system cannot adapt to real-time user needs and mood changes

Engineering Contradiction:

Improvecall handling efficiencyVSAvoidadaptability to user needs

Core Design Contradiction:

ProductivityVSAdaptability or versatility

Solution Approach 1:

The system dynamically adjusts its call handling behavior based on real-time monitoring of user presence, mood, and context. It can switch between automated response modes and user intervention modes depending on the situation. The system adapts its response strategies based on ongoing conversation analysis and detected user states.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system changes operational parameters based on detected user states and call context. When the user is unavailable or in a specific mood state, the system modifies its response parameters to better suit the situation. It adjusts communication tone, response timing, and information disclosure based on real-time parameter changes in user state.

Inventive Principle:

Principle #35Parameter changes

4Reliability

If the user responds to calls quickly, then customer service quality improves, but the user is interrupted from work and loses concentration

Engineering Contradiction:

Improvecustomer service qualityVSAvoiduser concentration on work

Core Design Contradiction:

ReliabilityVSStability of the object's composition

Solution Approach 1:

The virtual assistant provides self-service call handling that maintains customer service quality without requiring user presence. It automatically responds to callers, manages conversation flow, and provides appropriate information based on pre-configured parameters and real-time context analysis, thereby maintaining service quality while preserving user concentration on work.

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS11381675B2Command based interactive system and a method thereof

Publication Date: 2022.07.05 SAMSUNG ELECTRONICS CO LTD

AI summary

The disclosure discloses a command based interactive system (100) and a method thereof. The system (100) includes an electronic device (102) and an AI engine (108). The electronic device (102) includes a detection module (206), a switching module (208), and a recording module (210). The detection module (206) detects a call and a user input, first context data of the call, and/or pre-setting information. The switching module (208) enables the electronic device (102) to receive a command from the user. The recording module (210) records the command. The AI engine (108) includes an analyser (222), and a communication module (226). The analyzer (222) analyzes the command, and generates conversational threads based on the analysed command. The communication module (226) transmits the conversational threads to the caller.