Contextualized After-Call Workflow Interface for Smartphone Task Execution
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Solution Overview
Problem
Smartphones with small displays make it difficult to execute complex command sequences, such as creating a spreadsheet and sending it via email, due to limited screen size and complexity, which is a challenge in industries like contact centers and sales where service management is often handled on these devices.
Innovation Solution
A system that receives data from sensors during communication sessions and generates a simplified user interface on the device, allowing users to identify actions, users, and resources, enabling drag-and-drop functionality to execute tasks with reduced steps, such as sending an email with attachments, through a contextualized after-call workflow.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a conventional smartphone interface is used to execute complex command sequences, then the device portability and accessibility are maintained, but the number of steps required to complete tasks increases significantly
Solution Approach 1:
The system performs preliminary actions by automatically generating a workflow representation that identifies actions, users, and resources based on sensor data from communication sessions. This pre-processing of task information allows users to execute complex workflows with minimal input, reducing both the number of steps and time required compared to traditional manual interface navigation
Solution Approach 2:
The patent introduces an intermediary workflow representation layer between the smartphone interface and the underlying complex operations. This intermediary automatically maps sensor data to actionable workflows, serving as a mediator that translates natural communication patterns into structured task executions, thereby simplifying the user interaction model
2Ease of operation
If a simplified user interface is generated based on identified actions and resources, then the number of interface steps is reduced, but the system complexity increases
Solution Approach 1:
The system applies self-service by automatically generating the workflow representation and identifying actions, users, and resources without requiring manual configuration or complex user input. The system serves itself by processing sensor data and autonomously constructing the simplified interface, which masks the underlying complexity from the user while maintaining ease of operation
3Productivity
If traditional command sequences are used on smartphone, then device portability is maintained, but the ability to execute complex tasks efficiently deteriorates
Solution Approach 1:
The patent transitions from traditional two-dimensional smartphone screen interaction to a multi-dimensional workflow representation that incorporates temporal, contextual, and hierarchical dimensions. By representing workflows in this expanded dimensional space, the system can execute complex tasks more efficiently while maintaining smartphone portability, as the complexity is managed through dimensional organization rather than interface clutter
Data Source
AI summary
Data is received from one or more sensors in a first communication endpoint. The received data is related to a communication session between the first communication endpoint and at least a second communication endpoint. For example the communication session may be a voice call between the first communication endpoint and the second communication endpoint. An action, a user, and a resource are identified based on the received data. A display is generated on the first communication endpoint that presents at least one of a simplified user interface command and a simplified user interface command builder. The simplified user interface command and the simplified user interface command builder are generated based on the identified user, action, and resource.