In-Call Service Request Automation via Network Metadata Extraction

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Solution Overview

Problem

Current communication networks are not user-friendly for requesting and providing call-related information during an ongoing call, as existing methods such as SMS, Internet browsing, and IVR systems are either error-prone, cumbersome, or require holding the call.

Innovation Solution

A method that allows a first call party to request and receive information associated with a second call party by sending a service request with identifiers, which can be obtained from databases or directly from the message, enabling the provision of information such as names, addresses, or geographical data without requiring the user to manually input information or hold the call.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If SMS is used to generate service requests, then service requests can be generated during a call, but the process becomes error-prone and cumbersome requiring manual keyboard input

Engineering Contradiction:

Improveease of service request generationVSAvoiderror rate in service request generation

Core Design Contradiction:

Ease of operationVSReliability

Solution Approach 1:

The system automatically generates service requests using call metadata (caller ID, called party ID, call timing) without requiring manual user input. The network server extracts relevant information from the ongoing call context and formulates the service request automatically, making the system self-service oriented and eliminating manual keyboard entry errors

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system pre-configures service request templates with common information fields that can be automatically populated from call metadata. By preparing the request structure in advance and automatically filling it with available call information, the system eliminates the need for manual input during the call while ensuring accurate service request generation

Inventive Principle:

Principle #10Preliminary action

2Adaptability or versatility

If Internet browsing is used to generate service requests, then browsing functionality is available on mobile devices, but operating a browser during a call is disturbing and time-consuming

Engineering Contradiction:

Improveservice request generation capabilityVSAvoidtime required to generate service request

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

The system extracts only the essential service request generation functionality from the complex Internet browsing environment. By isolating and implementing just the core service request creation capability using automatic metadata extraction, the system eliminates the time-consuming browsing interface while retaining the essential service request generation capability

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The system replaces the manual mechanical interaction of browsing and form-filling with an automated information extraction and request formulation process. The network server automatically captures call metadata and generates service requests without requiring user navigation through browser interfaces, dramatically reducing the time required

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Ease of operation

If IVR systems are used to generate service requests, then voice or tone recognition can transform audible input into service requests, but the user must place the ongoing call on hold

Engineering Contradiction:

Improveservice request generation methodVSAvoidcall continuity

Core Design Contradiction:

Ease of operationVSDuration of action of stationary object

Solution Approach 1:

The network server acts as an intermediary that captures service request information indirectly from call metadata (caller ID, called party ID, timing information) without requiring direct user interaction with an IVR system. This intermediary approach allows service request generation while maintaining call continuity, as the system extracts information from the call context rather than requiring user voice input that would interrupt the call

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system uses call metadata that is automatically generated during the call to create service requests without requiring user action. The network server autonomously formulates and sends service requests based on the ongoing call information, eliminating the need for users to place calls on hold to interact with IVR systems

Inventive Principle:

Principle #25Self-service

Data Source

PatentUS8417228B2Technique for requesting and providing in-call services

Publication Date: 2013.04.09 TELEFONAKTIEBOLAGET LM ERICSSON (PUBL)

AI summary

A technique for requesting and providing in-call services encompasses a method of calling an information service during an ongoing call between two or more call parties. The method comprises the steps of receiving, during the ongoing call, a message from a first call party, determining that the message requests the provision of information associated with a second call party, obtaining a first identifier indicative of the second call party and sending a service request including the first identifier to the information service.