Instant Messaging Converter for TDD/TTY Accessibility
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Solution Overview
Problem
Current communication methods for hearing-impaired users with financial services entities through TDD/TTY devices require a third party for information relay, leading to confusion and security concerns, and are time-consuming and expensive.
Innovation Solution
Implementing instant messaging (IM) between TDD/TTY users and entities, using converters to translate TDD messages to IM and vice versa, eliminating the need for a third party translator and allowing for secure, direct communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If a third party relay service is used to communicate between TDD/TTY users and representatives, then communication between hearing-impaired users and entities is enabled, but communication efficiency deteriorates and time consumption increases
Solution Approach 1:
The patent extracts and eliminates the third-party relay operator from the communication system. By implementing direct IM communication between TDD/TTY users and representatives, the intermediary element that causes inefficiency is removed, allowing parties to communicate directly without translation delays or additional handling steps.
Solution Approach 2:
The patent introduces an IM communication system as a new intermediary that replaces the traditional voice-based relay service. This IM mediator enables direct text-based communication between hearing-impaired users and representatives, eliminating the need for human operators to translate messages while maintaining communication accessibility.
2Ease of operation
If a third party relay service is used, then communication between TDD/TTY users and representatives is enabled, but security and privacy deteriorate due to unknown third parties
Solution Approach 1:
The patent removes the unknown third-party relay operator from the communication path. By enabling direct IM communication between users and representatives, the system eliminates the security risk associated with intermediaries whose identities and intentions are unknown to the users.
Solution Approach 2:
The system enables users to communicate directly with representatives without requiring intermediary services. The IM platform provides self-service communication capabilities that allow hearing-impaired users to interact securely with entity representatives without exposing their information to unknown third parties.
3Ease of operation
If traditional TDD/TTY relay service is used, then hearing-impaired users can communicate with entities, but cost increases due to third-party operator services
Solution Approach 1:
The patent extracts the costly third-party operator service from the communication model. By implementing automated IM communication between users and representatives, the system eliminates the need for human operators to manually translate and relay messages, thereby removing the associated service costs.
Solution Approach 2:
The IM communication system provides self-service capabilities that allow users to communicate directly with representatives without requiring paid intermediary services. The automated nature of IM eliminates the need for human operator involvement, reducing communication costs while maintaining accessibility for hearing-impaired users.
4Ease of operation
If third-party relay operators are used, then communication is facilitated, but device and system complexity increases
Solution Approach 1:
The patent removes the complex human operator infrastructure from the communication system. By replacing manual relay services with automated IM communication, the system simplifies the overall architecture by eliminating training, scheduling, and coordination requirements for human operators.
Solution Approach 2:
The IM communication platform serves as a simplified intermediary that directly connects users and representatives through standardized text-based messaging. This digital mediator replaces the complex human operator system with a straightforward automated communication channel that requires minimal infrastructure and coordination.
Data Source
AI summary
Instant messaging (IM) is provided between a TDD/TTY user and an entity. The user may use a TDD device to initiate a call with the entity. One or more converters may convert a TDD message from the user's device to IM, which is then provided to a recipient of the call, such as a representative of a company. The converter(s) may also convert IM from the representative into a TDD message that may then be provided to the user on the TDD device.