Context-Sensitive Slider for Smart Chat History Tracking
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Conventional online chat systems are limited by confining interactions to a single window, making it difficult to track chat session flow, execute actions like form filling, and provide additional services during a chat session, especially on devices with small displays.
Innovation Solution
A context-sensitive slider content area that automatically provides additional information and problem resolution, along with a self-service step-by-step wizard, and a history section for tracking previous steps, allowing agents to trigger information and forms during chat sessions, and enabling actions like form filling within the chat session.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a chat session is confined to a single chat window, then the chat interface remains simple and focused, but the ability to track chat session flow and execute additional actions (like form filling) is limited
Solution Approach 1:
The chat interface is segmented into multiple functional areas: a main chat window for communication and a slide-out panel for additional actions. This segmentation allows the chat window to remain simple while the slide-out panel provides access to forms, history tracking, and other chat session actions, resolving the contradiction between simplicity and versatility.
Solution Approach 2:
The invention adds a spatial dimension to the chat interface by introducing a slide-out panel that extends from the main chat window. This creates a two-panel layout where the primary chat function remains in the main window while additional functionality is accessed through the sliding mechanism, enabling more actions without complicating the primary chat experience.
2Adaptability or versatility
If a slide-out mechanism is added to provide additional information and forms, then chat session versatility is improved, but the device complexity increases
Solution Approach 1:
Additional chat session functionality (forms, history, problem resolution information) is extracted from the main chat window and placed in a separate slide-out panel. This extraction allows the main chat interface to remain simple while providing access to comprehensive chat session actions through the sliding mechanism, managing complexity by separating concerns.
Solution Approach 2:
The slide-out panel is implemented as a dynamic element that can be opened and closed as needed during the chat session. This dynamic behavior allows the interface to adapt to user needs - remaining compact when additional functions aren't needed and expanding when forms or history tracking are required, thus managing complexity on demand rather than statically.
3Loss of information
If a history section is added to track previous steps, then chat session tracking capability is improved, but the interface area required increases
Solution Approach 1:
The history section is nested within the slide-out panel, which itself is nested within or adjacent to the main chat window. This nested structure allows the history tracking functionality to be contained in a compact form that doesn't permanently occupy additional display area, as it can be collapsed or hidden when not in use.
Solution Approach 2:
The history section within the slide-out panel is implemented as a dynamic element that can be expanded to show detailed chat session flow tracking or collapsed to minimize display area usage. This dynamic behavior allows the interface to provide comprehensive history tracking when needed while maintaining a compact footprint during normal chat operations.
Data Source
AI summary
A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.