Video Relay System Language Routing via Database Profile Matching
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Solution Overview
Problem
Conventional Video Relay Systems (VRS) face inefficiencies in setting up calls between hearing-capable users speaking different languages, requiring cumbersome rerouting and personal interaction to find a translator capable of handling the correct language.
Innovation Solution
A database-driven system that automatically routes calls by matching the spoken language of the hearing-capable user with a translator, using a call distribution system and profile system to establish connections over voice and video networks, enabling efficient communication between hearing-impaired and hearing-capable users across multiple languages.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional VRS systems use manual rerouting to find translators for different languages, then translator language capability is improved, but setup time and operational efficiency deteriorate
Solution Approach 1:
The system performs preliminary actions by pre-configuring translators with multiple language capabilities and pre-establishing routing paths in the database. When a call arrives, the system already has the information needed to route to the correct translator without requiring manual intervention or time-consuming searches, thus reducing setup time while maintaining multi-language adaptability
Solution Approach 2:
The call distribution system performs self-service by automatically detecting the language requirements from the calling connection indicator, querying the database for appropriate translators, and routing the call without requiring manual intervention. This automation eliminates the need for operators to manually search for translators while maintaining accurate language matching
2Measurement precision
If VRS systems require personal interaction to find translators, then language matching accuracy is improved, but ease of operation deteriorates
Solution Approach 1:
The system uses feedback mechanisms where the call distribution system queries the database using the calling connection indicator to automatically determine language requirements. This automated feedback loop ensures accurate language matching without requiring personal interaction, as the system continuously refines its routing decisions based on the database information
Solution Approach 2:
The patent replaces the mechanical system of manual operator intervention with an automated electronic system. The call distribution system electronically queries the database, processes the calling connection indicator, and automatically routes calls to appropriate translators, eliminating the need for personal interaction while maintaining accurate language matching through digital processing
Data Source
AI summary
Methods and apparatuses for automated multi-lingual support are described herein. A relay service provides translation services between a hearing-impaired user and a hearing-capable user. The relay service includes a database with one or more entries. Each of the one or more entries is associated with a contact of the hearing-impaired user and includes one or more connection indicators for the contact and one or more spoken languages for the contact. A profile system determines an identified entry in the database using a calling connection indicator associated with the hearing-capable user to compare with the one or more connection indicators. A call distribution system establishes a calling connection over a voice-capable network with the calling connection indicator associated with the hearing-capable user and routes the calling connection to a translator capable in the one or more spoken languages associated with the hearing-capable user determined from the identified entry.