Parameterized Actionable Messages for Communication Escalation

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Solution Overview

Problem

Users face cumbersome and error-prone processes when transitioning from text-based electronic communication formats, such as instant messaging, to richer forms like voice or video calls, web meetings, or desktop sharing, due to the lack of a simple and intuitive escalation mechanism, leading to reduced usage of enhanced communication mediums.

Innovation Solution

A method and system that allow users to initiate parameterized actionable messages, known as communicons, by typing specific character sequences within the communication session, which convert to icons and enable seamless switching to other communication forms with parameterized data for easy setup and activation by recipients.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If users manually create and configure new communication forms (voice calls, video calls, web meetings) outside the instant message interface, then the communication can be escalated to richer forms, but the process becomes tedious and error-prone

Engineering Contradiction:

Improveability to escalate communication formsVSAvoidease of escalating communication

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The patent introduces an intermediary mechanism (the actionable message system with communicons) that mediates between the instant message interface and richer communication forms. Users type simple character sequences (communicons) in the instant message interface, which are then processed by the system to automatically initiate and configure the appropriate communication form, eliminating the need for manual setup outside the chat interface.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system enables self-service by allowing the instant message interface itself to handle the escalation process. The actionable message system provides commands and interfaces within the chat window that automatically configure and initiate voice calls, video calls, web meetings, and other communication forms without requiring users to leave the interface or manually configure settings elsewhere.

Inventive Principle:

Principle #25Self-service

2Adaptability or versatility

If users manually dial numbers, set up conference calls, or create group chats outside the instant message interface, then the new communication form can be established, but the process requires multiple manual steps

Engineering Contradiction:

Improveability to establish new communication formsVSAvoidcomplexity of escalation process

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent merges multiple previously separate functions (initiating communication, configuring parameters, sharing links) into a single integrated actionable message interface. The system combines the message composition area, command selection, parameter configuration, and communication initiation into one unified workflow within the instant message interface, reducing the escalation process to a single streamlined operation.

Inventive Principle:

Principle #5Merging (Combining)

Solution Approach 2:

The actionable message system serves multiple functions through a single interface: it provides command selection, automatic parameter configuration, communication initiation, and participant invitation. This multi-functional system handles various communication forms (voice calls, video calls, web meetings, group chats) through a universal mechanism, eliminating the need for separate manual processes for each communication type.

Inventive Principle:

Principle #6Universality (Multi-functionality)

3Adaptability or versatility

If users manually forward communication links to participants, then all participants can join the extended conversation, but the process is time-consuming and interrupts the conversation flow

Engineering Contradiction:

Improveability to include participants in extended conversationVSAvoidtime to establish communication

Core Design Contradiction:

Adaptability or versatilityVSLoss of time

Solution Approach 1:

The system performs preliminary action by automatically configuring and initiating the communication form as part of the actionable message process. When a user sends a communicon with participant information, the system pre-configures the communication parameters, prepares the meeting or call settings, and has everything ready to go, eliminating the need for time-consuming manual link sharing and participant onboarding after the fact.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The actionable message system maintains continuity of the conversation flow by handling the escalation process within the same interface and context. The transition from instant messaging to richer communication forms occurs seamlessly without interrupting the conversational thread or requiring users to switch between applications, preserving the natural flow and momentum of the discussion.

Inventive Principle:

Principle #20Continuity of useful action

Data Source

PatentUS9569752B2Providing parameterized actionable communication messages via an electronic communication

Publication Date: 2017.02.14 CISCO TECHNOLOGY INC

AI summary

A method, an apparatus and computer readable storage media facilitate initiating an actionable message at a computing device in response to input of a defined sequence of characters at the computing device, and executing an action associated with the initiated actionable message in accordance with information that is specific to the actionable message.