Multi-pane Video Support Interface for Mobile Devices
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Solution Overview
Problem
Users of mobile applications often face frustration due to a lack of interpersonal communication with business representatives, as current technologies fail to provide effective assistance in navigating the applications, leading to a disconnect between users and businesses, especially for new or tech-savvy users.
Innovation Solution
Establishing a video connection between a mobile device and a support terminal that allows the support terminal to push display elements directly to the mobile device, enabling bi-directional communication and remote control of the display, thus facilitating assistance without requiring users to navigate the application themselves.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a user seeks assistance from a customer support agent through telephone support, then the user can communicate with a representative, but the user must use multiple devices or write down instructions, which limits support availability
Solution Approach 1:
The patent combines video chat functionality and application navigation assistance into a single mobile application interface. The support agent can see the application screen through camera access and provide guidance while the user navigates, eliminating the need for separate devices or note-taking tools.
Solution Approach 2:
The mobile application itself serves as an intermediary between the user and support agent. The application captures the screen display and transmits it to the support agent, who then provides guidance through the same application interface, creating a unified communication channel.
2Ease of operation
If a user attempts to perform a video call or text chat session to obtain help, then interpersonal communication is established, but some devices do not allow simultaneous video chats and application navigation
Solution Approach 1:
The patent merges video chat and application navigation into a single integrated interface within one mobile application. The support agent video calls the user while simultaneously viewing the application screen through camera access, allowing both functions to occur concurrently without requiring separate applications or devices.
3Ease of operation
If two separate applications are used for mobile application and video chat, then communication is possible, but large amounts of processing power are required and experience is degraded
Solution Approach 1:
The patent consolidates video chat functionality and application assistance into a single mobile application rather than requiring two separate applications. The application uses camera access to capture the screen display and transmits it to the support agent, reducing processing overhead and improving user experience by eliminating the need to switch between applications.
Data Source
AI summary
Systems and methods are disclosed for establishing a video connection between a mobile device and a support terminal while enabling the support terminal to concurrently push display elements to the mobile device through a separate connection. In particular, in one or more embodiments, the disclosed systems and methods establish a first connection between the support terminal and the mobile device and conduct a video chat between the devices transmitted through the first connection. The disclosed systems and methods enable the support terminal to push a display element to the mobile device through a second connection. In response to receiving the display element, the disclosed systems and methods divide the display screen of the mobile device into at least a first pane and a second pane, providing the video chat for display on the first pane and the display element for display on the second pane.