Context Data Attachment for Communication Sessions
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Solution Overview
Problem
Users initiating communication sessions, such as phone calls, often face challenges due to limited context information available to the receiving party, leading to confusion, inaccuracy, and increased call duration.
Innovation Solution
A communication service that provides context data attachment for interface-based communication sessions, allowing users to initiate calls with context data collected from their user interface, such as screenshots, user activity, and location information, which is then used to enhance the communication session.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If context data is collected and transmitted with communication sessions, then information accuracy and communication efficiency are improved, but device complexity and data management requirements increase
Solution Approach 1:
The patent segments context data into distinct categories (user activity information, device information, location information) that can be independently collected, managed, and transmitted. This segmentation allows the system to handle specific data types through dedicated mechanisms rather than treating all context data uniformly, thereby improving information accuracy while managing system complexity through modular data handling.
Solution Approach 2:
The patent introduces a communication service as an intermediary between the user device and the called party. This intermediary automatically collects, packages, and transmits context data, shielding users from the complexity of data management while ensuring accurate information delivery. The intermediary handles the burden of context data processing, resolving the contradiction between improved information accuracy and increased system complexity.
2Productivity
If context data is collected and transmitted with communication sessions, then communication efficiency is improved, but loss of time for data processing increases
Solution Approach 1:
The patent implements preliminary action by collecting and preparing context data in advance, before the communication session begins. User activity information is continuously monitored and cached, and device information is pre-fetched, so that when a communication session is initiated, the context data is already ready for immediate transmission. This eliminates real-time data collection delays and improves communication efficiency without significant time loss.
Solution Approach 2:
The system performs self-service by automatically collecting, organizing, and transmitting context data without requiring manual user input or intervention. The communication service autonomously gathers user activity information, device information, and location information, and attaches this context data to communication sessions automatically. This automation reduces the time users would otherwise spend providing context information manually, thereby improving communication efficiency while minimizing data processing time overhead.
Data Source
AI summary
Context data may be received corresponding to a first communication session that includes a first user and a second user that joins the first communication session on behalf of a customer account. The context data may be provided to the first user and the second user. The context data may be stored in a searchable data storage that stores a communication session context history for the customer account. Search requests may be received, from the customer account, for searching the communication session context history. Responses may be provided based at least part on the context data. The context data may include second session information for joining a second communication session between the first user and the second user. Requests to join the second communication session may be received based on the second session information, and the second communication session may be established between the first user and the second user.