Enhanced Visual Call Interface Synchronizing Audio and Web Content
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Current Interactive Voice Response (IVR) systems lack visual interfaces and interactivity, limiting user experience by requiring users to listen to audio menus and input DTMF codes, while not allowing simultaneous web browsing and calling, and lacking information exchange between callers and recipients.
Innovation Solution
The Enhanced Visual Call (EVC) system enables customized information exchange between callers and recipients through an EVC client and server, synchronizing visual and audio content to provide interactive visual menus, supporting peer-to-peer calls, and integrating with Enterprise IVR systems, allowing users to view and select options on their device during calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional IVR systems use audio-only menus and DTMF input, then system simplicity is maintained, but user experience and information exchange capability are limited
Solution Approach 1:
The patent merges audio IVR menus with visual web content into a unified Enhanced Visual Call (EVC) interface. The EVC client integrates both audio playback and web browsing capabilities, allowing users to interact with IVR menus through either audio or visual channels simultaneously, thereby enhancing user experience without significantly increasing system complexity
Solution Approach 2:
The EVC system provides multi-functional capability by enabling users to access IVR services through multiple interfaces (audio, visual, and combined). The system can operate in different modes depending on user preferences and device capabilities, making it universally applicable across various user scenarios and device types
2Adaptability or versatility
If users access call and web browsing independently on different interfaces, then system simplicity is maintained, but simultaneous usage and user experience are limited
Solution Approach 1:
The EVC client merges call handling and web browsing functions into a single integrated interface. During an active call, users can simultaneously view and interact with web-based IVR menus while audio prompts continue to play, enabling seamless multi-tasking without requiring separate applications or interfaces
Solution Approach 2:
The system adds a visual dimension to the traditional audio-only IVR experience. By overlaying web content on top of the call interface, users gain an additional interaction dimension while maintaining the original audio functionality, effectively increasing adaptability without proportionally increasing complexity
3Loss of information
If IVR systems provide only audio menus, then implementation simplicity is maintained, but information exchange between callers and recipients is limited
Solution Approach 1:
The system merges audio information delivery with visual web content display. Customized information about the called party and call context can be presented through both audio prompts and visual web pages, reducing information loss by providing redundant presentation channels and enhancing overall information exchange capability
Data Source
AI summary
The embodiments of the present invention disclose a system and method for enabling Enhanced Visual Calls (EVC). The system includes an EVC client provided in a User Device to access network-based EVC functional components and device-based functional components to enable a user to request for EVC services, and an EVC server configured for authentication and processing of one or more EVC service requests received from the EVC client, accessing an EVC XML Document Management Server (XDMS) for retrieving a visual web content and an audio content related to the received one or more EVC service requests, synchronizing the visual web content with the audio content to provide the EVC client with a visual Interactive Voice Response (IVR) menu related to the audio content, and transmitting, to the EVC client, the visual IVR menu related to the one or more EVC service requests for displaying at the user device.