Abstract:
A cellular phone with gesture detection is used to more effectively activate a multi-tier help system. Initially, a shake gesture is used to activate a context-sensitive help screen. Help can progress to a tier that includes interaction with a human customer service representative called from the cellular phone.

Description:
[0001]    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. 
     
    
     SUMMARY 
       [0002]    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. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0003]      FIG. 1  shows an embodiment of a communication system. 
           [0004]      FIG. 1A  illustrates a system according to another embodiment. 
           [0005]      FIG. 2  illustrates a block diagram of a system in accordance with embodiments. 
           [0006]      FIG. 3  illustrates a flow chart of a process for providing help to users, in accordance with embodiments. 
       
    
    
     DETAILED DESCRIPTION 
       [0007]    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. 
         [0008]    Referring initially to  FIG. 1 , an embodiment of a communication system  100  is shown in a simplified form. A help center  112  is available over phone and data networks  104 ,  108  to allow a user  124  of a cellular phone  120  receive assistance in an automated and human-assisted manner. Although a single cellular telephone, user and customer service representative (CSR) are shown, it is to be understood that many would exist in a typical implementation. 
         [0009]    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. 
         [0010]    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. 
         [0011]    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. 
         [0012]    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&#39;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. 
         [0013]    With reference to  FIG. 1A , another embodiment of this invention is shown as system  100 A. In this embodiment, cellular phone  120  communicates with another device  118  which is situated at a specific location. For example, device  118  could be an information terminal at a zoo or a tradeshow. By shaking cellular phone  120 , user  124 &#39;s location is sent to a server via data network  108 . The server correlates user  124 &#39;s location with the location of device  118 . Device  118  would then play an audio with relevant information about the particular exhibit. Alternatively, device  118  could be located at a restaurant, a store, or a company, in which case, the device would reply via text message or voice or alternative method with location specific information such as restaurant menus, store specific coupons, or information about a particular company. If device  118  is located for example in a cab stop, shaking the device could enable a taxi to know that a ride is requested. 
         [0014]    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 &#39;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 . 
         [0015]    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 . 
         [0016]    With reference to  FIG. 2 , an embodiment of a block diagram of the help system  110  is shown in detail for the cellular phone  120  and the help center  112 . The cellular phone  120  includes application software  204 , but other embodiments could place the software in the operating system. 
         [0017]    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&#39;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. 
         [0018]    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. 
         [0019]    An expert system of automated help is provided that is context-sensitive. Based upon the user&#39;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. 
         [0020]    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. 
         [0021]    Referring next to  FIG. 3 , an embodiment of a process  300  for providing help to users  124  is shown. The depicted portion of the process  300  begins in block  304  where the gesture predetermined to activate help is detected. The help information is presented on the display  216  and/or via the speaker  218  after determining the context to provide a good suggestion from the context-sensitive information  212  in block  308 . Optionally, haptic feedback  210  is provided to let the user  124  know that help has been activated in block  312 . Should the gesture continue or another predetermined gesture happen, the help screen and workflow would cease in block  316 . 
         [0022]    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. 
         [0023]    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. 
         [0024]    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.