Dual-Device Communication Sync for Voice and Visual Task Guidance
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Solution Overview
Problem
Conversational AI systems face challenges in providing intuitive and accessible interactions, particularly for users who struggle with traditional IVR systems due to their restrictive menu navigation and lack of natural language processing and visual feedback, leading to frustration and inefficiency, especially when dealing with complex inquiries or tasks.
Innovation Solution
Integrating conversational AI agents with dual communication channels, allowing users to interact using voice commands and providing synchronized visual displays on secondary devices, such as smartphones or computers, to enhance comprehension and reduce cognitive load.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional IVR systems are used, then system simplicity is maintained, but user interaction efficiency deteriorates due to restrictive menu navigation and lack of natural language processing
Solution Approach 1:
The patent merges voice-based conversational AI with visual display capabilities by integrating a second communication channel (visual interface) with the existing voice-based IVR system. This combination allows users to receive both auditory and visual feedback simultaneously, improving interaction efficiency without requiring users to switch between different systems.
Solution Approach 2:
The patent adds a visual dimension to the traditionally audio-only IVR interaction. By displaying information visually on a second device (smartphone, tablet, or computer), the system provides multi-modal feedback that complements the voice-based interaction, enabling users to see menu options, confirmations, and guidance in real-time.
2Ease of operation
If traditional IVR systems are used, then implementation simplicity is maintained, but accessibility deteriorates for users who struggle with menu navigation and lack of visual feedback
Solution Approach 1:
The system combines voice-based interaction with visual display capabilities to create an inclusive communication experience. The visual channel provides accessibility for users who struggle with audio-only IVR systems, while the voice component maintains accessibility for users with visual impairments, creating a universally accessible interface.
Solution Approach 2:
The second communication channel (visual interface on a separate device) acts as an intermediary that translates complex menu navigation into visual representations. This intermediary layer makes the interaction more accessible by presenting information in a visually intuitive format that complements the voice-based navigation.
3Loss of information
If voice-only interaction is used, then device simplicity is maintained, but information comprehension deteriorates due to lack of visual feedback
Solution Approach 1:
The patent merges voice-based information delivery with visual display capabilities to enhance information comprehension. By presenting information through both auditory and visual channels simultaneously, the system reduces information loss and improves user understanding of complex tasks and menu structures.
Solution Approach 2:
The system adds a visual dimension to information delivery that complements the voice-based interaction. This multi-modal approach allows users to process information more effectively by seeing visual representations of menu options, confirmation messages, and guidance cues while hearing the corresponding voice instructions.
Data Source
AI summary
A method may include: receiving voice user interaction data via a virtual assistant from a first device of a user; processing, the voice user interaction data to determine an intent of the user associated with a task type; determining that a dual-device-communication session should be established based on the intent; transmitting a notification to a second device of the user including an electronic link to establish the session; receiving an indication of activation of the electronic link; in response to receiving the indication, establishing the session with the first device and the second device, the session associated with an instance of the task type; receiving task data from the first device via the virtual assistant associated with the task type; and in response to receiving the task data, presenting an outcome of processing the task data, the outcome presented on a user interface on the second device.