Session-Aware Virtual Assistant In-App Support Injection
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Solution Overview
Problem
Current intelligent virtual assistants (IVAs) often require users to navigate between support content and the application or service being supported, leading to inconvenience and inefficiency, as they are not session-aware and typically provide asynchronous support.
Innovation Solution
The implementation of session-aware IVAs that provide support content directly within the application or service during an active user session, allowing for synchronous support and eliminating the need for users to navigate between different applications or devices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If IVAs provide support content outside the application (via email or chat), then support can be provided asynchronously, but users must navigate between multiple devices or applications causing loss of place and data
Solution Approach 1:
The patent merges the support content delivery with the target application by injecting support content directly into the application's graphical user interface. This combines the IVA support functionality with the application being supported, eliminating the need for users to switch between applications or devices while resolving the technical contradiction between ease of operation and time loss.
2Adaptability or versatility
If IVAs use asynchronous support channels (email, chat), then support can be provided without session awareness, but users experience frustration and inefficiency
Solution Approach 1:
The patent implements feedback mechanisms where the IVA monitors user session state, application context, and user interactions in real-time. This feedback loop enables the IVA to adapt its support responses dynamically based on the current session context, resolving the contradiction between adaptability and productivity by making support efficiency dependent on session awareness.
Solution Approach 2:
The patent performs preliminary actions by establishing session awareness and context understanding before providing support content. The IVA proactively identifies user needs based on session data and prepares context-relevant support content in advance, improving both session awareness capability and support efficiency simultaneously.
3Adaptability or versatility
If IVAs require users to work with multiple devices or applications, then support can be provided through various communication channels, but users lose their place and data
Solution Approach 1:
The patent merges support content delivery with the target application environment, ensuring that support content is delivered within the same application where the user is working. This maintains data retention and prevents users from losing their place, while still allowing flexible communication channels to be used for receiving support requests.
Data Source
AI summary
Certain aspects of the disclosure provide a method of providing an interactive user support interface, the method comprising receiving a communication with a support request for an application. The method further comprising determining, based on the communication, an account associated with the application and determining, based on the account, that the user is an active session in to the application. The method further comprising determining support content responsive to the support request and causing the support content to be displayed within the application based on the determination that the user is an active session in to the application.