In-Call Data Channel UI for Faster IVR Interaction
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Solution Overview
Problem
Existing call processing systems in telecommunication networks, such as IVR-based customer service hotlines, suffer from inefficiencies due to the need for users to carefully listen to voice navigation, leading to delays and reduced processing efficiency, and speech recognition technologies face accuracy issues with regional dialects and accents.
Innovation Solution
Implementing a call processing method that establishes a data channel between an application server and a terminal device during a call, allowing for interactive services through UI page information and DTMF signal transmission, enhancing interaction efficiency and accuracy.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If IVR voice navigation is used for customer service hotline interaction, then the system can provide multi-level voice menu services, but users need to carefully listen to voice navigation causing call processing delay and reduced efficiency
Solution Approach 1:
The patent introduces a data channel as an intermediary between the IVR system and the user's terminal device. This data channel enables the transmission of UI page information (such as HTML5 pages) and user input data, allowing users to interact with the IVR system through visual interfaces and direct input rather than solely through voice navigation, thereby reducing call processing time while maintaining ease of operation
Solution Approach 2:
The patent adds a data dimension to the traditional voice-based IVR interaction by establishing a data channel that operates parallel to the voice channel. This enables simultaneous transmission of UI information and user inputs through the data channel while voice interaction continues through the voice channel, creating a multi-dimensional interaction model that improves processing efficiency without sacrificing user convenience
2Productivity
If speech recognition technology is used to improve interaction efficiency, then processing speed can be increased, but accuracy deteriorates with regional dialects and accents
Solution Approach 1:
The data channel acts as an intermediary that bypasses the speech recognition process entirely for data input. User inputs transmitted through the data channel (such as form submissions, selection choices, or direct text input) are received in their original form without requiring speech-to-text conversion, thereby maintaining 100% accuracy while enabling fast processing
Solution Approach 2:
The patent replaces the speech recognition mechanism with a data transmission mechanism for handling user inputs. Instead of converting spoken words to text (which suffers from accuracy issues with dialects and accents), the system directly transmits user inputs through the data channel in their native format, eliminating the speech recognition bottleneck while maintaining high accuracy
Data Source
AI summary
A call processing method includes: an application server establishes a data channel between the application server and the terminal device when detecting that the terminal device initiates or receives a call service, and obtains first service page information corresponding to the call service. The application server sends the first service page information to the terminal device through the data channel when detecting that the call service is connected, so that the terminal device displays a corresponding UI page on a call screen based on the first service page information. It can be learned that, the application server associates an original call service with an interactive data channel service, and the application server delivers service page information to the terminal device, so that the terminal device can implement an interactive service during a call.