Smart TV Service Requests with Mobile Interaction Deflection

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Solution Overview

Problem

Customers face difficulties in initiating service requests on smart TV devices due to the lack of direct communication with computing devices associated with service providers, leading to inefficiencies in conveying fault conditions and contextual information, and remote interactions are cumbersome without direct communication capabilities.

Innovation Solution

A system comprising connector applications on smart TV devices and computing devices in a contact center environment, facilitated by a data processing system, establishes communication sessions to enable seamless service request interactions, allowing deflection to mobile devices for continued communication.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Productivity

If a data processing system establishes communication sessions between smart TV devices and computing devices in a contact center environment, then service request interactions are enabled and efficiency is improved, but system complexity increases

Engineering Contradiction:

Improveservice request interaction efficiencyVSAvoidcommunication session establishment complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

A data processing system acts as an intermediary to establish and manage communication sessions between smart TV devices and computing devices in contact center environments. The system receives registration information from both device types, establishes communication sessions, and routes service request interactions appropriately, eliminating the need for direct complex peer-to-peer connections.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The system segments the communication process into distinct phases: registration phase where device information is collected, communication session establishment phase where connections are created, and interaction handling phase where service requests are processed. This segmentation simplifies the overall complexity by breaking down the communication establishment process into manageable components.

Inventive Principle:

Principle #1Segmentation

2Ease of operation

If communication sessions are extended from smart TV devices through the data processing system to computing devices, then direct communication capability is achieved, but resource usage increases

Engineering Contradiction:

Improvedirect communication capabilityVSAvoidresource usage

Core Design Contradiction:

Ease of operationVSUse of energy by moving object

Solution Approach 1:

The communication session establishment is made dynamic based on actual interaction needs. The system establishes sessions on-demand when service requests are detected, rather than maintaining persistent connections. Sessions can be extended or terminated based on the interaction flow, optimizing resource usage while maintaining direct communication capability when needed.

Inventive Principle:

Principle #15Dynamics

Solution Approach 2:

The system automatically manages communication session establishment and extension based on registration information and interaction requirements. The data processing system self-regulates resource allocation by only establishing and extending sessions when service requests are present, reducing unnecessary resource consumption while enabling direct communication when required.

Inventive Principle:

Principle #25Self-service

3Reliability

If service request interactions are routed through multiple communication sessions, then comprehensive fault condition conveyance is achieved, but interaction latency increases

Engineering Contradiction:

Improvefault condition conveyance completenessVSAvoidinteraction latency

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

Device registration information is collected and communication sessions are established in advance before service requests occur. This preliminary setup ensures that when service requests are detected, the communication pathways are already in place and ready for immediate data transfer, reducing latency while maintaining complete fault condition conveyance capability.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system maintains continuous communication sessions between smart TV devices and computing devices once established, allowing service request interactions to flow without interruption. By keeping sessions active rather than creating new ones for each interaction, the system eliminates latency while ensuring complete and reliable fault condition conveyance throughout the interaction.

Inventive Principle:

Principle #20Continuity of useful action

Data Source

PatentUS20250254201A1Systems and methods to establish service request interactions

Publication Date: 2025.08.07 SOFTPHONE SRL

AI summary

Systems and methods of establishing service requests via a smart TV device are provided. A smart TV device can receive fault condition information. The smart TV device can establish a first communication session between the smart TV device and a server and can transmit a service request interaction, including the received fault condition information, to the server. The server can transmit the first service request interaction to a computing device in a contact center environment. The computing device can generate diagnostic information and can transmit the diagnostic information to the server, which can forward the diagnostic information to the smart TV device. The smart TV device can display a prompt to deflect the first service request interaction from the smart TV device to a mobile device of the user. The mobile device can establish a second communication session between the mobile device and the computing device in the contact center environment to complete the first service request interaction.