Non-Visual Messaging for Mobile Audio Sessions

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Solution Overview

Problem

Field agents in contact centers, who are mobile and primarily use hand-held devices, face limitations in receiving and sending commands due to the non-visibility of their screens and the small size of smartphones, restricting their ability to participate fully in electronic voice communication sessions.

Innovation Solution

An automated non-visual user message system is implemented during audio communication sessions, using audible whisper modes or vibration to convey messages, allowing responses based on accelerometer events or spoken words, enabling field agents to interact without needing to view their screens.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If field agents use hand-held mobile devices during audio communication sessions, then mobility is improved, but the ability to receive and send commands is limited due to screen non-visibility and small device size

Engineering Contradiction:

ImprovemobilityVSAvoidability to receive and send commands

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The patent replaces visual display and manual input mechanisms with acoustic signaling and voice/acceleration-based response mechanisms. Messages are delivered through audible whispers or vibrations, and responses are captured via accelerometer events or spoken words, eliminating the need for visual screen interaction and manual typing on small devices.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The system introduces an intermediary communication channel that translates commands into non-visual formats (audible whispers, vibrations) and translates user responses from physical actions (shaking, tilting) or speech into digital commands. This intermediary layer bridges the gap between the mobile device's limited interface and the agent's need for full command capability.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If the smartphone screen is held up to the agent's ear during communication, then audio communication quality is improved, but visual message reception is lost

Engineering Contradiction:

Improveaudio communication qualityVSAvoidvisual message reception

Core Design Contradiction:

ReliabilityVSLoss of information

Solution Approach 1:

The patent changes the parameter of message delivery from visual (display screen) to non-visual (acoustic and haptic). By transforming the message modality from something seen to something heard or felt, the system enables agents to maintain proper audio communication posture while still receiving commands.

Inventive Principle:

Principle #35Parameter changes

Solution Approach 2:

Instead of requiring the agent to visually check the screen for messages, the system inverts the approach by delivering messages through other senses (hearing and touch). This inversion allows the agent to keep the device at audio-communication distance while still receiving full message information through alternative channels.

Inventive Principle:

Principle #13The other way round (Inversion)

3Loss of information

If traditional visual messaging is used during audio sessions, then message delivery is clear, but it interferes with the audio communication when the device is held to the ear

Engineering Contradiction:

Improvemessage delivery clarityVSAvoidvisual interference during audio communication

Core Design Contradiction:

Loss of informationVSObject-affected harmful factors

Solution Approach 1:

The patent segments the communication channels by separating visual display functions from audio communication functions. Messages are delivered through dedicated non-visual channels (whisper mode, vibration) that operate independently from the audio communication channel, eliminating interference between the two modalities.

Inventive Principle:

Principle #1Segmentation

Applied Scientific Principles

This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.

Function Achieved in This Case

This solution enhances the functionality of mobile devices by allowing field agents to receive and respond to commands during audio sessions without visual interference, improving their ability to manage communication sessions effectively.

Implementation Method 1

The automated non-visual message may be made using an audible whisper mode or using a vibrator

Methodology Applied

Scientific EffectVibration: Vibration

Implementation Method 2

The response to the automated non-visual user message is based on at least one of: an accelerometer event in the first communication device

Methodology Applied

Scientific EffectAccelerometer event detection: Accelerometer

Data Source

PatentUS10924894B2System and method for sending and receiving non-visual messages in an electronic audio communication session

Publication Date: 2021.02.16 AVAYA INC

AI summary

An automated non-visual user message is sent to a first communication endpoint during an audio communication session. The audio communication session is between a first user of the first communication endpoint and a second user of a second communication endpoint. For example, the automated non-visual message may be made using an audible whisper mode or using a vibrator. A response to the automated non-visual user message is received. The response to the automated non-visual user message is based on at least one of: an accelerometer event in the first communication device and a spoken word or phrase that is said by the first user of the first communication endpoint during the audio communication session with a second user of the second communication endpoint.