Data Channel Augmented Voice Telephony Systems
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Solution Overview
Problem
Current automated telephone answering systems (AA/IVR) primarily rely on voice-based interactions, which are slow and inefficient, lacking the ability to provide text or visual information, and require significant upgrades to implement visual IVR systems, making them costly and logistically challenging.
Innovation Solution
The integration of data channels with voice channels in smart phones and online databases allows for the display of menu structures and additional information during voice calls, enabling faster navigation and communication through graphical user interfaces without requiring updates to existing AA/IVR systems, and enabling callees to provide context for declined calls via text messages.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If visual IVR systems are implemented through system upgrades, then information provision capability is improved, but system complexity and cost increase significantly
Solution Approach 1:
The patent divides the information provision function into two independent parts: the existing voice-based AA/IVR system and a separate visual interface system. The visual interface displays menu structures and information through a data channel connection to a website, while the voice system continues to operate independently. This segmentation allows information enhancement without complicating or upgrading the core AA/IVR system.
2Productivity
If voice-only interactions are used, then system simplicity is maintained, but communication efficiency and user experience deteriorate
Solution Approach 1:
The patent makes the communication system multi-functional by enabling it to operate in multiple modes: traditional voice-only interaction and enhanced voice-visual interaction. The visual interface component can be activated when available (through data channel connection) to provide faster navigation and information display, while the voice system remains available as a universal fallback, thus improving efficiency without forcing complexity.
3Adaptability or versatility
If complex menu structures are provided, then system versatility is improved, but navigation time and user effort increase
Solution Approach 1:
The patent adds a visual dimension to the traditionally audio-only AA/IVR interaction. The visual interface presents menu structures in a spatial, graphical format that users can scan and navigate more quickly than through sequential voice prompts. This dimensional addition allows complex menu structures to be displayed simultaneously rather than sequentially, reducing navigation time while maintaining versatility.
Data Source
AI summary
A computerized method of terminating audio telephone calls that provides the other party with more information as to why the telephone call was terminated. This method, which is particularly useful for computerized smartphones equipped with voice and data channel communications methods, automatically provides the user with a variety of different informative text messages that can be selected by the user and sent to the other party at the time that a voice call is terminated.