Patent Application
20120329529
According to one aspect, a handheld computing device for providing mobile computing and other functions includes a movement sensor for signaling a gesture of a user of the handheld computing device, a memory for storing software, a screen for displaying information, a communications channel another device, and a processor for executing the software. The software is programmed to detect a predetermined gesture of the user, present context-sensitive help information when the predetermined gesture is detected, and activate the communication channel to the other device. In some embodiments, the context-sensitive help is presented on the screen of the handheld computing device. In some embodiments, the context-sensitive help is presented in the form of audio instructions that are played by the handheld computing device. The software may be programmed to detect another gesture that deactivates the context-sensitive help. In some embodiments, the handheld computing device for providing mobile computing and other functions further includes a haptic feedback element that creates movement in the handheld computing device to acknowledge that the predetermined gesture was recognized. The predetermined gesture may be a shaking movement of the handheld computing device. The handheld computing device may be a cellular telephone. In some embodiments, the predetermined gesture both triggers the context-sensitive help information and cancels the context-sensitive help. In some embodiments, the context-sensitive help is presented in an overlay window on the screen. In some embodiments, the context-sensitive help is canceled by touching the screen in a predetermined area.
The ensuing description provides preferred exemplary embodiment(s) only, and is not intended to limit the scope, applicability or configuration of the disclosure. Rather, the ensuing description of the preferred exemplary embodiment(s) will provide those skilled in the art with an enabling description for implementing a preferred exemplary embodiment. It is understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope as set forth in the appended claims.
Referring initially to
The cellular phone 120 includes an application that provides functionality, for example, health coaching, customer service, billing information, medication reminders, personal security, concierge service, etc. The application can be built-into the cellular phone or downloaded after deployment to the field. In one embodiment, the user 124 downloads the application from an application store accessible from the cellular phone 120. In other embodiments, the cellular phone could be a pad, tablet, camera, game controller, medical alert fob, emergency notification device, information device, car key, or other handheld communication device.
The phone network 104 is used to call the user 124 should automated help not solve an issue. The cellular phone 120 could call the help center or the help center could call the cellular phone 120. Some embodiments may forgo the phone network 104 for voice communication in favor of VoIP or a digital walkie-talkie feature of the application.
A data network is used to communicate status of the application and user interaction with the cellular phone 120. Answers to automated questions and queries on the phone could also be relayed back to the help center 112 using the data network. Some of the help information displayed on the cellular phone is found using the data network 108 to query the help center 112 in real time. The answers to queries could be automatic or provided with human assistance that is displayed on a screen of the cellular phone through a chat window.
A CSR 116 interacts with the help center 112 locally or remotely to assist the user when automated help resident on the phone is not able to solve a problem. This help can be hand selecting answers after remote viewing of a user's screen and interaction, chat communication or phone communication. The software on the cellular phone 120 logs all interaction immediately before (e.g., the prior 30 sec., 1 min., 5 min.) the help workflow was activated and after activation. The CSR has a tool where the cellular phone screen can be viewed in real time or rewound to any time before that and even before help was activated.
With reference to
Alternatively, device 118 could be a device carried by another person or located in an organization. By shaking cellular phone 120, the user could place a call to an emergency call center or 911 to request help. In this case, device 118 would be located in the call center itself and would be answered by user 126, who is the emergency call operator. In another embodiment, device 118 could belong to a person in user 124's “trusted network,” so user 126 would be a friend, family member, colleague, or otherwise trusted person. By shaking cellular phone 120 user 124 would open communications with all or a subset of the people in his trusted network. This communication would occur through phone network 104 or data network 108, and would consist of a cellular broadcast technology, push to talk (PTT) technology, or other voice or data technology. In this way user 124 can communicate directly with multiple people by shaking his cellular phone 120.
Yet another embodiment of this invention involves finding or locating “trusted devices”. For example, by shaking cellular phone 120, device 118, which is a trusted device, such as a car key, cell phone, car, or other device would respond with a chirp or other audio sound. In this way, if user 124 has misplaced his keys, he can shake cellular phone 120, which would cause his keys (device 118) to respond by emitting an audio sound. User 124 could preset a number of trusted devices which would respond to the gesture of cellular phone 120.
With reference to
The application software 204 has access to a gesture recognition feature 208. In this embodiment, the gesture recognition feature is an orientation sensor (e.g., a gravity switch, accelerometer and/or gyroscope) that can detect a shake gesture where the phone is moved back in forth in a predetermined way. Other embodiments could use other gestures (e.g., raising one's hand, a rotating gesture, several flips of the phone, etc.) Normal movement of the cellular phone 120 is filtered such that false detections are kept to a minimum. Other embodiments could use an embedded camera to detect gestures or voice recognition could be used.
Some embodiments may include a feedback feature. In this embodiment, haptic feedback 210 is provided through a movement transducer that vibrates when the gesture is recognized. This is done to supplement a window or bubble on the touch-sensitive display 216. Other embodiments could provide a sound or voice confirmation when help is activated through the gesture. Once activated, the user can touch an area of the display 216 outside the help window or a close button to exit help. Other embodiments allow a second gesture to exit help. In this embodiment, shaking will also exit help after activated. If the shaking causes a false activation, the continued shaking will close down the help.
An expert system of automated help is provided that is context-sensitive. Based upon the user's current place in the application and/or historical interaction, the context-sensitive information 212 is referenced and appropriate information is provided in the help window. Other embodiments provide the context-sensitive information via audio instructions that may be played using the speaker 218. Presumptions are made about the expertise level of the user 124 such that help is not given for features that the user has successfully used in the past. Additionally, the skill level of the user 124 is scored based upon past interaction such that answers appropriate for that skill level are provided.
In the help center 112, a help center system 220 has access to user profiles 224. The user profiles have demographic information on the user 124, skill level, expertise level, and other historical information. Additionally, information entered into the application software 204 is available. For example, a medication coaching application would include the medication regimen, doctor information, pharmacy information, etc. for the user 124. All that is available along with a knowledge base 228 of answers to commonly occurring issues.
Referring next to
Automatic help is provided through interaction with the cellular phone 120 in block 320. Ultimately, automatic help may not solve the problem and the user 124 can elevate the process to receiving communication from a human CSR. The interaction could be chat initially or a phone call. In block 324, the CSR calls the cellular phone 120 or another phone in the user profile 224, or the cellular phone 120 calls the CSR. Remote access software provides a screen scrape of the display in real time in block 328. Additionally, historical displays are available through a rewind feature that lists all the interaction along a timeline as the CSR manipulates the timeline.
The problem is hopefully solved through interaction with the user profile 224, knowledge base 228 and discussion with the user 124 in block 332. Where unsuccessful, the problem is marked for remedial action, elevation or other follow-up. In this way, a cellular phone user 124 can easily activate a help workflow that uses both automatic and manual techniques with a rich environment of information to quickly solve any problem that might occur with software 204 in this embodiment.
While the principles of the disclosure have been described above in connection with specific apparatuses and methods, it is to be clearly understood that this description is made only by way of example and not as limitation on the scope of the disclosure.
This application claims the benefit of U.S. Provisional Patent Application No. 61/499,525, filed Jun. 21, 2011 and titled “Gesture Activate Help Process and System”, the entire disclosure of which is hereby incorporated by reference herein for all purposes.
| Number | Date | Country | |
|---|---|---|---|
| 61499525 | Jun 2011 | US |
