Mobile Customer Service Server for Location and Touch Data Recognition
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Solution Overview
Problem
Existing mobile device applications are limited in their ability to utilize location-based and touch-based information due to server-side devices lacking the capability to receive and process such data effectively.
Innovation Solution
A mobile customer service server is introduced that can recognize patterns from location and touch data, acting as an adapter to integrate this information with other server-side components, enabling the selection and delivery of relevant content to mobile devices and facilitating persistent and context-based interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If server side devices are used to interact with mobile devices, then basic communication functions are provided, but the capability to receive and process location-based and touch-based information is lost
Solution Approach 1:
The mobile customer service server acts as an intermediary between mobile devices and other server-side components. It receives location-based and touch-based information from mobile devices, processes this data using grammar rules, and translates it into formats that other server-side components can understand and utilize, thereby enabling advanced data processing without requiring all server components to have native support for these data types
Solution Approach 2:
The mobile customer service server is designed to perform multiple functions: it serves as a communication gateway, a data processing engine with grammar recognition capabilities, and an adapter for other server-side components. This multi-functional design allows a single server to handle diverse tasks including receiving location data, processing touch inputs, and interfacing with various other systems
2Productivity
If location-based information is collected and processed, then relevant content can be delivered to mobile devices, but the system complexity increases due to the need for grammar recognition and data processing
Solution Approach 1:
The mobile customer service server autonomously processes location-based and touch-based information by applying grammar rules to recognize patterns and extract meaningful data. This self-service capability eliminates the need for manual intervention in data processing and enables automated content delivery based on user context
Solution Approach 2:
The system establishes grammar rules in advance that define how location-based and touch-based information should be interpreted. This preliminary structuring of data processing logic allows the server to efficiently recognize patterns and deliver relevant content without requiring complex real-time analysis
3Reliability
If a pervasive contact center architecture is implemented to enable persistent and context-based contact, then customer service quality is improved, but the system architecture becomes more complex
Solution Approach 1:
The mobile customer service server serves as a central intermediary that maintains persistent sessions and contextual information across multiple interactions. It coordinates between mobile devices, voice portals, multimedia agents, and other components, ensuring consistent context-based contact while managing the complexity of the pervasive architecture through centralized control
Data Source
AI summary
Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities.