Mobile Device Session Duration Reduction via Context-Aware Media
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Solution Overview
Problem
Current mobile advertising technologies fail to effectively reduce customer service call durations and engagement with telecommunications service providers, as conventional notification messages have low engagement rates and do not successfully alter user behaviors or habits, leading to high operational costs for service providers.
Innovation Solution
Implementing a system on mobile devices that monitors user activities and predicts reasons for contacting customer service centers, selecting and rendering relevant media elements on the device screen to redirect users to web-based access or control mechanisms, such as operator apps, to self-manage their accounts and reduce call volumes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If conventional notification messages are used to engage users with telecommunications service providers, then the system complexity remains low, but the engagement rate is low and user behavior is not effectively altered
Solution Approach 1:
The system performs preliminary actions by monitoring user activities and predicting reasons for contacting customer service before the actual interaction occurs. This allows the system to proactively display relevant media elements and redirect users to appropriate web-based access mechanisms, thereby improving engagement rates through timely, context-aware interventions rather than relying on conventional passive notification messages
Solution Approach 2:
The system introduces an intermediary layer between the user and the customer service center by displaying media elements and redirecting users to web-based access or control mechanisms. This intermediary process enhances engagement by providing users with self-service options before they reach human agents, thereby altering user behavior while managing system complexity through automated mediation
2Reliability
If the system monitors user activities and predicts reasons for contacting customer service, then engagement rates increase, but the processing time and computational resources increase
Solution Approach 1:
The system applies partial monitoring by focusing on specific user activities and behaviors that are most indicative of customer service needs, rather than comprehensively analyzing all user actions. This selective approach allows the system to maintain high engagement rates through relevant predictions while minimizing processing time and computational resource requirements by concentrating on key behavioral indicators
3Productivity
If media elements are displayed to redirect users to web-based access mechanisms, then customer service call volumes reduce, but the device operation complexity increases
Solution Approach 1:
The system implements self-service by redirecting users to web-based access and control mechanisms where they can independently manage their accounts and resolve issues without human assistance. This approach reduces customer service call volumes by empowering users to handle routine tasks themselves, while the automated redirection process minimizes the perceived operation complexity by providing clear, context-aware guidance
Data Source
AI summary
Methods and devices for reducing durations of sessions (e.g., voice call sessions, chat sessions, etc.) include a mobile device that is configured to receive an instruction message from a customer service center associated with an enterprise, and in response, determine whether the mobile device user has engaged the customer service center associated with the enterprise within a proceeding duration. The mobile device may select a media element based on the received instruction message in response to determining that the mobile device user has engaged the customer service center associated with the enterprise within the proceeding duration. The mobile device may render the selected media element on a screen of the mobile device until the mobile device user interacts with the mobile device or the rendered media element.