Communication Intercept System for Voice Call Routing
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Solution Overview
Problem
Users face inefficiencies when attempting to communicate with provider departments or perform transactions through interactive voice response systems, as they require tedious navigation and lack the ability to authenticate users efficiently via mobile electronic devices.
Innovation Solution
A communication intercept system using a mobile electronic device that intercepts voice calls, displays a visual interface to facilitate communication with relevant provider departments and authenticate users, enabling transactions to be completed directly through the interface without relying on interactive voice response systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If interactive voice response systems are used for communication with provider departments, then users can establish communication and perform transactions, but the process requires tedious navigation and takes excessive time
Solution Approach 1:
The patent introduces an intermediary system that intercepts outgoing calls to provider numbers and redirects them through a optimized communication path. This intermediary service automatically handles the navigation and routing, eliminating the tedious manual navigation users would otherwise have to perform through interactive voice response systems, thereby resolving the contradiction between ease of operation and time consumption.
Solution Approach 2:
The system performs preliminary actions by pre-establishing communication paths and pre-authenticating users before the actual communication needs to occur. By preparing the communication channel in advance and handling authentication proactively, the system eliminates the time-consuming navigation steps that would normally be required during the actual interaction with provider departments.
2Reliability
If interactive voice response systems are used for user authentication, then security can be maintained, but the authentication process is inefficient and lacks mobile device capabilities
Solution Approach 1:
The patent replaces the mechanical interactive voice response authentication system with an electronic authentication mechanism that leverages mobile device capabilities. The system substitutes the voice-based, menu-navigation authentication with electronic authentication methods that can utilize mobile device features, thereby maintaining security reliability while dramatically improving authentication efficiency and productivity.
Solution Approach 2:
The authentication system is designed to be universal by incorporating multiple authentication methods that can work across different mobile devices and scenarios. By creating a multi-functional authentication mechanism that can adapt to various mobile device capabilities, the system maintains high security standards while improving efficiency through the use of diverse, device-specific authentication features.
3Adaptability or versatility
If traditional communication methods are used, then system complexity is low, but additional functionality and mobile device integration cannot be utilized
Solution Approach 1:
The patent employs an intermediary communication system that acts as a bridge between traditional low-complexity communication methods and modern mobile device capabilities. This intermediary layer handles the complexity of integrating multiple mobile device functions while presenting a simple interface to users, thereby achieving high adaptability and versatility without requiring the entire system to become unnecessarily complex.
Solution Approach 2:
The system is segmented into distinct functional modules that can be independently managed and integrated. By dividing the communication system into separate components (interception module, routing module, authentication module, etc.), the patent enables selective integration of mobile device functionalities while keeping each module's complexity manageable, thus achieving high adaptability without overwhelming system-wide complexity.
Data Source
AI summary
Tangible, non-transitory, machine-readable media include instructions that cause a processor to receive a first indication that a user is attempting to communicate with a provider, and intercept communication between the user and the provider based on the first indication being received. The instructions also cause the processor to send user information to a provider application server based on the first indication being received, and display a visual interface that establishes communication with the relevant provider department or performs a transaction based on the first indication being received. The instructions further cause the processor to receive a second indication associated with performing the action associated with the provider via the visual interface; and performing the action based on the second indication being received.