Augmented IVR Channel for Menu Navigation Efficiency
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Solution Overview
Problem
Interactive Voice Response (IVR) systems face limitations in user experience due to compatibility issues with the Public Switched Telephone Network (PSTN) and legacy systems, and they often require users to rely solely on an audio channel for menu navigation, which can be time-consuming and non-intuitive.
Innovation Solution
Establishing an augmented communication channel between the IVR system and an electronic device by creating both an audio and data channel, allowing the transmission of IVR tree data to represent the menu navigation structure, enabling users to select options through either audio or data channels, and updating their position within the menu structure accordingly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If only an audio channel is used for IVR menu navigation, then compatibility with PSTN and legacy systems is maintained, but user experience deteriorates due to time-consuming and non-intuitive navigation
Solution Approach 1:
The communication channel is segmented into two separate channels: an audio channel for voice interactions and a data channel for text-based menu navigation. This segmentation allows the system to maintain compatibility with legacy PSTN systems through the audio channel while providing enhanced user experience through the data channel for modern devices.
Solution Approach 2:
The IVR system is designed to handle multiple types of interactions through a universal architecture that supports both traditional audio-based menu navigation and modern data-channel text navigation. The system can adaptively switch between or combine these modes based on the user's device capabilities and preferences.
2Device complexity
If users navigate through audio menus item by item, then system complexity remains low, but loss of time increases due to sequential presentation of menu options
Solution Approach 1:
The complete menu structure (IVR tree data) is transmitted to the user's device in advance through the data channel before the user needs to navigate it. This preliminary action allows users to see the entire menu hierarchy upfront and directly navigate to their desired destination without sequentially listening to each menu item, significantly reducing navigation time.
Solution Approach 2:
The user's electronic device acts as an intermediary that receives the IVR menu structure data, presents it to the user in a visual or text-based format, and captures user selections. This intermediary function eliminates the need for sequential audio presentation while maintaining synchronization with the IVR system through the established data channel.
3Reliability
If dual-tone multi-frequency (DTMF) codes are used for user selection, then reliability of signal transmission is maintained, but ease of operation decreases due to non-intuitive keypad navigation
Solution Approach 1:
The traditional mechanical DTMF keypad input system is replaced with a data channel communication system that transmits user selections as text or structured data. This substitution allows for more intuitive interaction methods (such as visual menu selection, text commands, or voice input combined with data channel confirmation) while maintaining reliable transmission through the digital data channel.
Data Source
AI summary
Methods of and systems for establishing an augmented communication channel between an interactive voice response (IVR) system and an electronic device associated with a user are disclosed. A first method comprises sending, an audio call request; establishing an audio channel; establishing a data channel between the IVR system and the electronic device; receiving, via the data channel, IVR tree data, the IVR tree data allowing association of a position of the user with respect to the menu navigation structure; sending, via one of the audio channel and the data channel, a user selection relating to the IVR tree data; and receiving, via the other one of the audio channel and the data channel, an updated position of the user with respect to the menu navigation structure based on the user selection. A method to be executed by the IVR system is also disclosed.