Visual Interaction Method for Intelligent Customer Service Queues
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Solution Overview
Problem
Intelligent customer service systems often face busy states, leading to prolonged wait times for users, which negatively impacts service quality and user experience, especially when users are required to wait in a specific communication mode for responses.
Innovation Solution
A visual interaction method and device that generate and output visual guidance information when a query is in a queuing state, allowing users to switch to a visual response mode, enabling them to receive answers without continuing to wait in the original communication state, by providing visual responses such as live broadcasts or recorded videos.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If the customer service system processes queries in a traditional communication mode, then the service quality is maintained, but the user wait time increases when the system is in a busy state
Solution Approach 1:
The system dynamically switches between different interaction modes (text communication and visual response) based on the current system state. When the customer service system is in a busy state, it automatically transitions to providing visual responses instead of keeping users waiting in text-based queues, thereby reducing wait time while adapting to system capacity constraints
Solution Approach 2:
The patent introduces a new dimension of interaction by adding visual response mode to the traditional text-based communication channel. This allows the system to resolve congestion in the original communication dimension by routing queries to an alternative visual dimension, effectively reducing user wait time without overloading the text communication infrastructure
2Ease of operation
If the system provides visual response options to reduce wait time, then user experience improves, but the device complexity increases
Solution Approach 1:
The system introduces a state detection mechanism that acts as an intermediary between the customer service system and the user interface. This intermediary automatically determines whether to present visual response options based on system busy state, improving user experience without requiring complex user decisions or significantly increasing system complexity
Solution Approach 2:
The visual response system creates visual copies or representations of the customer service responses. Instead of requiring users to wait for text responses in real-time, the system generates visual representations (such as animated indicators or pre-rendered response visuals) that convey the same information, thereby improving user experience while using relatively simple graphical rendering techniques
3Reliability
If the system maintains traditional communication state, then the interaction method is simple, but the service quality deteriorates due to prolonged waiting
Solution Approach 1:
The system performs preliminary detection of the busy state and proactively offers visual response options before users complete their waiting experience. By detecting the queue state in advance and presenting alternative visual interaction modes, the system prevents prolonged waiting from deteriorating service quality while maintaining the simplicity of the original communication protocol for users who don't require visual responses
Data Source
AI summary
A visual interaction method. The control method includes obtaining first input information; outputting visual guidance information for the first input information in response to a query request for the first input information, the visual guidance information being generated when the first input information is in a queuing state and is used to indicate a visual response mode of the query request; and outputting a visual response for the first input information based on the visual response mode in response to a trigger operation on the visual guidance information.