Conversation Bookmarking System for Conference Call Timeline Management
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Solution Overview
Problem
During lengthy internet conference calls, sales representatives face challenges in efficiently noting and revisiting important moments, which can impact post-call communication with customers.
Innovation Solution
A system and method for bookmarking moments in conversation conference calls, where a backend server receives requests to add bookmarks during ongoing calls, correlates them with conversation utterances, and stores them based on a timeline, allowing for later retrieval and categorization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If sales representatives manually take notes during lengthy conference calls, then they can remind themselves of important events, but it becomes difficult to efficiently locate and revisit specific moments in the call
Solution Approach 1:
The system performs preliminary action by automatically generating a timeline of the conversation call and pre-identifying key moments with timestamps during the call. This allows sales representatives to quickly navigate to and revisit important moments without manually searching through lengthy recordings or notes, directly resolving the contradiction between preserving information and minimizing time loss.
2Measurement precision
If sales representatives review the entire conversation call to find important moments, then they can identify critical events, but the process is inefficient and time-consuming
Solution Approach 1:
The system segments the entire conversation call into discrete moments with timestamps and categorizes them by importance and type. This segmentation allows sales representatives to directly access specific important moments without reviewing the entire call, maintaining high identification precision while dramatically improving review efficiency by eliminating unnecessary viewing of irrelevant segments.
3Ease of operation
If no structured system is used to mark moments, then the system remains simple, but sales representatives cannot efficiently organize and retrieve important events
Solution Approach 1:
The system implements self-service by automatically generating the timeline, identifying key moments, and creating bookmarked events with timestamps without requiring manual intervention from sales representatives. This automation maintains ease of operation while managing complexity through backend processing, allowing users to simply review and utilize the pre-organized moments without dealing with system complexity.
Data Source
AI summary
A server receives an indication of a start of a call to a conversation for a first user at a first terminal device. The server receives a connection request from the first user at a second terminal device. The server receives one or more requests to add one or more bookmarks to the conversation from first user at the second terminal device while the conversation for the first user is ongoing at the first terminal device, wherein the one or more bookmarks correlate to one or more conversation utterances within a timeline of the conversation. The server determines audio transcripts for the one or more voice utterances within the timeline of the conversation. The server tags and stores the bookmarks with the conversation based on the timeline.