Interactive Multimedia Frames with Embedded Codes
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Solution Overview
Problem
Current video-enabled interactive response units in call centers provide a one-way video push and do not allow callers to interactively request more detailed information about specific portions of the multimedia presentation, leading to redundancy and latency in service.
Innovation Solution
Embedding machine-readable codes, such as metadata tags, in multimedia presentations to enable interactive navigation and retrieval of additional relevant multimedia content through touch-screen inputs, allowing callers to access more detailed information without disrupting the call flow or system operability.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a one-way video push system is used, then the system complexity is reduced and ease of operation is improved, but the ability to provide detailed interactive information is worsened
Solution Approach 1:
The multimedia presentation is divided into multiple frames, with machine-readable codes embedded in specific frames to create interactive hotspots. This segmentation allows the system to maintain a simple overall structure while enabling localized interactivity where users can tap specific frames to retrieve additional information.
Solution Approach 2:
Machine-readable codes serve as intermediaries between the multimedia presentation and the additional information repository. These codes embed metadata that links to supplementary content, allowing users to access detailed information without directly modifying the presentation structure or increasing system complexity.
2Reliability
If interactive navigation is added to multimedia presentations, then the quality of customer service is improved, but the device complexity and system overhead increase
Solution Approach 1:
Metadata tags and machine-readable codes are pre-embedded into the multimedia presentation frames during the content creation phase. This preliminary action ensures that interactive navigation infrastructure is already in place, eliminating the need for complex real-time processing when users interact with the presentation.
Solution Approach 2:
The system uses metadata tags that reference additional information rather than embedding the full content directly in the presentation. This copying approach allows the presentation to remain lightweight while providing access to extensive supplementary information through efficient references.
3Loss of information
If detailed information is provided through additional multimedia presentations, then the loss of information is reduced, but the loss of time due to additional processing increases
Solution Approach 1:
The system replaces complex real-time information retrieval and processing mechanisms with pre-embedded metadata tags and machine-readable codes. When users interact with the presentation, the system simply reads and follows these pre-prepared references rather than performing complex queries or generating content dynamically, significantly reducing processing time.
Data Source
AI summary
A system for interacting with a multimedia presentation includes one or more machine-readable codes embedded in a plurality of sequential frames or in individual slides of a multimedia presentation, the frames or slides defining at least one interactive portion of a larger multimedia presentation, a touch-screen driver extension resident on a digital medium and transferable over a network to the digital medium of a touch-screen operated multi-media device, the extension enabling interpretation at the multimedia-enabled interactive response unit of touch-screen taps input during play of the multimedia presentation, and a set of machine instructions resident on a digital medium coupled to or accessible to a multimedia-enabled interactive response system, the machine instructions executable by physical interaction with the one or more of the machine-readable codes in the multimedia presentation to serve one or more additional multimedia presentations to the touch-screen multimedia device.