Graphical Phone Menu Systems for Streamlined Call Routing
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Solution Overview
Problem
Conventional audio prompt-based automated voice call systems are complex and frustrating for callers due to numerous options and sub-options, leading to a need for a more streamlined voice call handling process.
Innovation Solution
Implementing graphical prompts on communications devices with display capabilities, allowing automated customer interaction systems to determine the device's capabilities and route calls accordingly, either through graphical interfaces or traditional voice systems, and enabling non-voice communications with servers for enhanced user interaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If audio prompt-based automated voice call systems are used to handle customer interactions, then the system can accommodate a wide range of call options and routing scenarios, but the system becomes complex and frustrating for callers to navigate
Solution Approach 1:
The patent replaces the audio-based mechanical interaction system with a graphical user interface system on mobile devices. The graphical display presents visual menu options, icons, and buttons that are easier to navigate than audio prompts, substituting the acoustic field interaction with optical field interaction and direct touchscreen input.
Solution Approach 2:
The patent adds a visual dimension to the traditionally audio-only interaction. By presenting menu options, navigation elements, and information graphically on the device display rather than through audio prompts alone, the system creates a two-dimensional visual interface that complements and simplifies the one-dimensional audio interaction.
2Ease of operation
If graphical prompts are provided to callers using communications devices with graphical display capabilities, then caller frustration is reduced and ease of operation is improved, but the system must determine device capabilities and route calls accordingly, adding system complexity
Solution Approach 1:
The system performs preliminary detection of the caller's device type and capabilities at the beginning of the call interaction. By identifying whether the caller is using a device with graphical display capabilities before presenting the full menu structure, the system can pre-determine the appropriate interface mode (graphical vs. audio) and simplify subsequent routing decisions.
Solution Approach 2:
The patent applies different interface qualities to different caller segments. Callers with graphical-capable devices receive a visual menu interface with icons and buttons, while callers with basic audio-only devices receive traditional audio prompts. This local differentiation of interface quality optimizes ease of operation for each user type without requiring a completely separate system for each.
3Loss of information
If the system establishes non-voice data communications with servers to provide graphical interfaces, then data access is enhanced and user interaction is improved, but the communication protocol and infrastructure become more complex
Solution Approach 1:
The system uses a universal data communication protocol (such as HTTP or other web protocols) that serves multiple functions: transmitting graphical interface elements, receiving user selections, providing information display, and enabling interactive menu navigation. This single multi-functional communication infrastructure replaces what would otherwise require separate protocols for different interaction types.
Data Source
AI summary
Prior to connecting a voice call between an end user and a system user, an automated customer interaction system configured by the system user can determine whether the end user's communications device is a recognized or registered device. Responsive to the determination that the end user's device is recognized or registered, the automated customer interaction system can initiate an interactive graphical session via a network data link to provide an interactive graphical session to the end user. Responsive to the determination that the end user's device is not recognized or registered or responsive to receipt of an input indicative of an end user's desire to initiate a voice call, the automated customer interaction system can initiate a voice call using a voice telephone network.