Dual-Panel Interface for Personalized Content and Support
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Solution Overview
Problem
Conventional web page applications lead to high call volumes and resource wastage due to users seeking answers to product or service-related questions, either through call support centers or inefficient web page searches, and chatbot interfaces that obscure content.
Innovation Solution
A content platform utilizing machine learning and natural language processing to provide a dual-panel user interface, where one panel displays content and another for conversational text, processing user interactions to generate personalized responses, thus reducing the need for call support and improving resource utilization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a chatbot interface is used to answer user questions, then user support is improved, but the chatbot interface obscures the content displayed on the web page
Solution Approach 1:
The interface is divided into two separate panels: a first panel for displaying web page content and a second panel for displaying chatbot conversations. This segmentation allows both the chatbot functionality and content visibility to coexist without obscuring each other, as each component occupies its own dedicated space in the user interface.
2Ease of operation
If users search for answers on web pages or call support centers, then user questions are addressed, but computing and networking resources are wasted
Solution Approach 1:
The chatbot enables users to obtain answers to their questions directly through the web page interface without needing to call support centers or perform extensive searches. The chatbot processes user queries and provides immediate responses, allowing users to serve themselves and eliminating the need for resource-intensive support center operations.
3Loss of information
If a conventional web page application is used, then content is displayed, but user questions cannot be efficiently answered
Solution Approach 1:
The system merges two previously separate functions into a unified interface: content display and user support. By integrating the chatbot functionality alongside the content display in a dual-panel layout, users can both view information and obtain support simultaneously within the same web page, improving support efficiency without compromising content display.
Data Source
AI summary
A device receives provides content to a client device via a dual-panel user interface that includes a first panel and a second panel. The device receives, from the client device, information indicating a user interaction, and processes the information, with a first model, to determine a question based on the user interaction. The device utilizes natural language processing with the question to determine an intent of the question, and processes the intent of the question, with a second model, to map the intent of the question to a content answer to the question. The device adds additional user information, associated with a user of the client device, to the content answer to generate a personalized content response, and updates the first panel with the personalized content response to generate an updated first panel. The device provides the updated first panel, via the dual-panel user interface, to the client device.