Physiological Data Extraction for Call Priority Routing
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Solution Overview
Problem
Telemonitoring systems face challenges in prioritizing and scheduling calls effectively, leading to potential delays in urgent communications and inadequate care due to static scheduling and increased pressure on caregivers, which can impact patient health and caregiver well-being.
Innovation Solution
A device and system that determine the priority level and conversation duration of calls by extracting physiological data from image signals, using photoplethysmography, stress estimation, and wearable sensors to assess the user's health condition and emotional state, allowing for adaptive prioritization and scheduling based on real-time vital signs and trends.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If additional employees and technical resources are increased at call centers, then the service quality can be maintained, but the cost and complexity of the system increase significantly
Solution Approach 1:
The patent replaces the mechanical system of manually assessing call priority with an automated optical detection system. A camera captures images of the user's face, and photoplethysmography (PPG) technology extracts physiological data (heart rate, blood oxygen saturation) from the image data. This automated system objectively determines health status and prioritizes calls without requiring additional human assessors, thereby maintaining service quality while avoiding proportional increases in system complexity.
2Productivity
If strict static scheduling of call duration is implemented, then call center operations can be managed more efficiently, but it creates high pressure situations for caregivers and may not provide optimal care for all patients
Solution Approach 1:
The patent implements dynamic call duration scheduling based on real-time physiological data. Instead of static time allocations, the system continuously monitors the user's health status during the call and automatically adjusts the call duration. For example, if the user's condition deteriorates (indicated by changes in heart rate or blood oxygen levels), the system extends the call duration to allow more time for care. This dynamic approach maintains operational efficiency while reducing caregiver pressure, as the system automatically manages time allocation based on objective health metrics rather than requiring caregivers to constantly assess and adjust timing.
Solution Approach 2:
The system incorporates real-time feedback loops where physiological data captured during the call continuously informs call management decisions. The PPG-based health monitoring provides ongoing feedback about the user's condition, which automatically feeds into the call duration control mechanism. This feedback system allows the call center to respond adaptively to changing patient needs without requiring manual intervention from caregivers, thereby maintaining efficiency while improving care quality.
3Measurement precision
If physiological data extraction and health condition determination are performed in real-time, then call priority can be accurately determined, but the processing time and computational requirements increase
Solution Approach 1:
The patent performs physiological data extraction and health condition determination during the call setup phase, before the actual care conversation begins. The camera captures images and the PPG system extracts physiological parameters (heart rate, blood oxygen saturation) during this initial period. This preliminary assessment completes the priority determination process upfront, allowing the system to route the call appropriately without delaying the actual care interaction. By performing these measurements during call establishment rather than during the care conversation, the system achieves accurate health assessment without adding meaningful delay to the care delivery.
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 approach enables quick and appropriate routing of calls to the right personnel, ensuring urgent cases are addressed promptly and reducing caregiver stress, thereby improving patient care and well-being by dynamically adjusting call priority and duration based on the user's health and emotional state.
Implementation Method 1
extracting physiological data of the user from the obtained image data signal, in particular by deriving a photoplethysmography (PPG) signal from the obtained image data signal and extracting one or more vital signs as physiological data from the derived PPG signal
Data Source
AI summary
The present invention relates to device, system and method for determining a priority level and/or conversation duration of a call. An improved and adaptive device comprises a signal input (31) for obtaining an image data signal (21) of a user initiating a call, a physiological data extraction unit (32) for extracting physiological data (22) of the user from the obtained image data signal (21), a health condition determination unit (33) for determining the health condition (23) of the user based on the extracted physiological data, and a prioritization unit (34) for determining the priority level and/or conversation duration (24) of the call based on the determined health condition of the user.