Integrated Smart GUI for Customer Management Systems
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Solution Overview
Problem
Conventional customer management systems require customer service representatives to manually manage multiple windows and search for customer account information while chatting, leading to inefficiencies and wastage of computational resources due to unorganized and non-dynamically updated information displays.
Innovation Solution
An integrated smart graphical user interface (GUI) is implemented, which organizes windows on the CSR's computer, authenticates users, routes chats to appropriate representatives, and uses a smart visual indicator to highlight relevant account information in real-time, minimizing resource usage and improving usability by integrating chat and account information within a single window.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If multiple windows are used to display chat and account information separately, then information completeness is improved, but device complexity and ease of operation deteriorate
Solution Approach 1:
The patent combines chat interface and account information display into a single integrated window, eliminating the need for multiple separate windows. The account information is embedded within the chat window, allowing CSRs to access both communication and customer data in one unified interface, thus reducing window management complexity while maintaining information completeness.
Solution Approach 2:
The patent implements a nested structure where account information is embedded within the chat window. The customer account details, transaction history, and profile information are displayed as nested panels or sections within the main chat interface, allowing hierarchical organization of information without requiring separate top-level windows.
2Loss of information
If multiple windows are opened for chat and account search, then information accessibility is improved, but productivity deteriorates
Solution Approach 1:
By merging chat and account information retrieval into a single window, the patent eliminates the time CSRs spend switching between windows and manually searching for customer data. The integrated interface automatically displays relevant account information alongside the chat conversation, enabling CSRs to handle customers more efficiently without compromising information accessibility.
3Loss of information
If manual window management is required, then information organization is improved, but ease of operation deteriorates
Solution Approach 1:
The integrated smart GUI automatically organizes and displays relevant account information without requiring manual window management by the CSR. The system autonomously retrieves and presents customer data, transaction history, and account details in an organized manner within the unified interface, eliminating the need for manual organization efforts while maintaining information structure.
4Loss of information
If separate windows are used for chat and account information, then information relevance is improved, but loss of time deteriorates
Solution Approach 1:
The patent merges chat and account information into a single window that dynamically displays relevant customer data alongside the conversation. This integration eliminates the time required to switch between windows and manually locate relevant information, as all necessary data is immediately accessible within the unified interface context.
Data Source
AI summary
A customer management system can be designed to provide an integrated smart graphical user interface. For example, a computing device can receive information that includes a topic of conversation for a chat-based communication; initiate, via a first graphical user interface (GUI), the chat-based communication with another computing device after the information is received, display, via a second GUI, the user profile associated with the person, wherein the second GUI is displayed adjacent to and integrated with the first GUI; determine a relationship between one or more words or phrases received via the first GUI from the first computing device and the additional information in the user profile, where the relationship is determined in real-time or near real-time as the one or more words or phrases are received; and display a visual indicator in the second GUI that shows content in the second GUI that is relevant to the determined relationship.