Transmission System Attaching User Requests to Session Start Signals
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Solution Overview
Problem
In video conferencing, there is a delay in acquiring customer information before responding to incoming calls, leading to inefficiencies in providing services, as operators only receive information about customers after the call has started, limiting their ability to anticipate and prepare for inquiries.
Innovation Solution
A transmission system that manages sessions between terminals, allowing for the acquisition and presentation of user requests before an incoming call, enabling operators to prepare for inquiries by attaching user requests to session start requests and displaying them upon arrival, thus allowing operators to efficiently handle customer inquiries.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If customer information is acquired after the video conference starts in response to an incoming call, then the system can provide basic communication functionality, but the time required for basic communications increases and operators cannot anticipate customer demands
Solution Approach 1:
The system performs preliminary action by acquiring customer information and presenting it to the operator before the actual video conference starts. The acquisition part receives user requests from the caller's terminal, the sending part transmits this information to the operator's terminal, allowing the operator to prepare for the incoming call without delay.
2Productivity
If a database is configured to manage customer information and contract details, then rapid response to registered customers is enabled, but unspecified customers whose information is not registered in advance cannot be handled
Solution Approach 1:
The system enables self-service by allowing callers to provide their own information and requests directly through their terminal before the call connects. This eliminates the need for pre-registration in a database while still enabling rapid response, as the information is acquired automatically from the caller's terminal and presented to the operator.
3Ease of operation
If the receptionist can acknowledge customer appearance and gestures in real space, then the customer service quality improves, but this capability is lost in cyberspace video conferences
Solution Approach 1:
The system uses an intermediary approach by introducing a message acquisition and transmission mechanism that bridges the information loss between caller and operator. The acquisition part captures user requests, the sending part transmits them through the communication network, enabling the operator to receive information about the caller's intent before the video conference begins.
Data Source
AI summary
Disclosed is a transmission system to manage sessions established between a plurality of terminals for performing voice communications. The transmission system includes an acquisition part configured to receive a user's request from a user of a first terminal when a session start request is transmitted from a first terminal to a second terminal, a first sender configured to send the received user's request together with the session start request, a second sender configured to send to the second terminal the session start request from the first terminal by attaching the user's request to the session start request when the second terminal is in a communication capable status, and a presenting part configured to present the user's request to the second terminal at an arrival of an incoming call from the first terminal to the second terminal.