Instant Messaging Icon Switching for Human Agent Detection
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Solution Overview
Problem
Conventional messenger applications do not provide a feature to indicate when a conversation partner is switched from a chatbot to a human agent, leading to user dissatisfaction with chatbot interactions.
Innovation Solution
An information processing method and apparatus that allows users to easily identify a switch in users within an instant messaging service by changing and displaying an icon associated with the account of the message sender, enabling users to recognize a human agent when available.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If conventional messenger applications are used without user switching indication, then the system complexity is low, but the user experience and information clarity deteriorate
Solution Approach 1:
The patent applies icon changing to indicate user switching. When a chatbot transfers to a human agent, the system changes the displayed icon from a bot icon to a human agent icon, providing visual feedback about the conversation partner change without adding complex system architecture.
Solution Approach 2:
The patent introduces an icon as an intermediary visual element that mediates between the complex user switching logic and the user interface. The icon serves as a simple indicator that conveys information about conversation partner changes without requiring the user to understand the underlying system complexity.
2Loss of information
If user switching indication is implemented, then the information clarity improves, but the device complexity increases
Solution Approach 1:
The system changes icons based on the conversation partner type (chatbot vs. human agent). This visual differentiation provides clear information about who the user is talking to without requiring complex processing or additional interface elements.
Solution Approach 2:
The patent uses icon copying and replacement to indicate user switching. Instead of creating complex new interface elements, the system simply replaces or changes the existing icon representation, maintaining simplicity while conveying important information.
Data Source
AI summary
An information processing method includes: a receiving step for receiving a message; an outputting step of outputting display information for associating and displaying the message received in the reception step with an icon associated with an account that is associated with the user that has transmitted the message; and a changing step of changing the ion associated with the account that has transmitted the message, if the message includes icon information to be displayed as the speaker of the message. When the changing step has changed the icon, the outputting step outputs display information for associating and displaying the message received in the receiving step with the changed icon.