Mobile Channel Emulator Engine for Representative Support
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Solution Overview
Problem
Representatives of business entities face difficulties in assisting users accessing websites via mobile channels due to varying user interfaces across different mobile devices, making it challenging to provide accurate and detailed support.
Innovation Solution
An emulator engine determines the type of mobile device used to access a website and retrieves a corresponding emulator from a library, allowing representatives to view the same user interface as the user on their computing device, enabling more accurate assistance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If representatives assist users via phone without device emulation, then communication channel simplicity is maintained, but support accuracy deteriorates due to inability to see user interface
Solution Approach 1:
The patent creates a virtual copy of the user's mobile device interface on the representative's desktop device. The emulator renders the exact same user interface elements, layout, and content that the user sees on their mobile device, allowing the representative to visually observe and understand the user's perspective without requiring physical access to the mobile device.
Solution Approach 2:
The emulator acts as an intermediary between the user's mobile device and the representative's desktop device. It translates the mobile device's interface into a format that can be displayed on the desktop, bridging the gap between different platforms and enabling the representative to see what the user sees.
2Loss of information
If device emulation is implemented, then support accuracy improves by mirroring user interface, but system complexity increases due to emulator infrastructure
Solution Approach 1:
The emulator creates a precise visual copy of the mobile device interface on the representative's desktop, ensuring that all interface elements, their positions, and their states are replicated accurately. This eliminates information loss about what the user is seeing and allows the representative to understand the exact context of the user's issue.
3Productivity
If representatives cannot view mobile device interface, then system simplicity is maintained, but communication efficiency deteriorates due to user having to describe screen
Solution Approach 1:
By creating a visual copy of the mobile interface on the representative's desktop, the system eliminates the need for the user to verbally describe their screen. The representative can directly observe the interface elements, their arrangement, and any errors, significantly improving communication efficiency and reducing the user's burden of having to explain visual information.
Data Source
AI summary
A user may access a website via a mobile channel using a mobile device. As the user is logged into the website, the user may call or otherwise contact a representative via another communications channel with the mobile device or another user device, such as a phone or a user computing device or another mobile device. An emulator engine may determine the type of mobile device that the user is using to access the website via the mobile channel. An emulator for the mobile device that has been determined may be retrieved from an emulator library and provided to the representative computing device. The representative may view the same user interface on the representative computing device that the user sees on the mobile device.