Interactive Display Response System for Call Center Navigation
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Solution Overview
Problem
Current IVR systems in call centers are inefficient, leading to customer frustration due to complex navigation, increased demand for human agents, and inaccessibility for disabled individuals, as they do not allow direct access to information and are not designed for users with disabilities or attention deficit disorders.
Innovation Solution
An interactive display response (IDR) system that synchronizes voice prompts with graphical menus on mobile devices, allowing users to interact with call centers through a graphical user interface, enabling direct access to information and accommodating users with disabilities by using an interactive display agent (IDA), interactive display server (IDS), and IDR API, which communicate using interactive display language (IDL) and support various input methods.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If IVR systems use menu-driven voice prompts for automated information delivery, then automation extent increases, but user frustration increases and users abandon the system
Solution Approach 1:
The patent introduces a visual display dimension to the traditional voice-only IVR system. By presenting menu options and information visually on a screen while simultaneously providing voice prompts, the system creates a multi-dimensional interface that helps users navigate more easily without reducing automation. The visual display shows the current menu structure, selected options, and information hierarchy, allowing users to understand their position and make informed selections.
Solution Approach 2:
The patent introduces an intermediary visual display interface between the user and the IVR system. This intermediary presents menu options, account information, and navigation cues in a visual format that is easier to comprehend than voice-only prompts. The visual display acts as a mediator that translates the automated system's voice prompts into visual representations, reducing user frustration while maintaining automation.
2Stability of the object's composition
If IVR systems require users to traverse a predefined menu tree path, then system structure is maintained, but user time to access information increases
Solution Approach 1:
The patent applies preliminary action by displaying the entire menu tree structure and all available options to the user at the beginning of the interaction. The visual display shows the hierarchical structure of menu options, allowing users to see all available paths and make informed decisions about which direction to take. This preliminary presentation of information helps users navigate more efficiently without requiring them to traverse the entire menu tree sequentially.
Solution Approach 2:
The patent introduces dynamics to the static menu tree structure by allowing the visual display to adapt and update in real-time based on user selections and system state. The display dynamically shows the current position in the menu hierarchy, available next steps, and previously selected options. This dynamic visual feedback helps users understand their progress and make faster decisions, reducing the time to access information while maintaining the structured menu tree.
3Extent of automation
If IVR systems use dynamically heard menus and prompts, then automation is enhanced, but accessibility for disabled users deteriorates
Solution Approach 1:
The patent applies universality by designing a multi-functional interface that serves multiple user needs simultaneously. The visual display provides information in a format that is accessible to hearing-impaired users, while the voice prompts continue to provide auditory feedback for users who prefer or need audio information. This multi-functional approach makes the automated system universally accessible to users with different abilities and preferences, including hearing-impaired individuals and those with ADD/ADHD.
Solution Approach 2:
The patent segments the information delivery into multiple channels: visual display for static menu structures and detailed information, and voice prompts for dynamic updates and confirmation. This segmentation allows hearing-impaired users to rely on the visual channel while maintaining the automated voice-based IVR structure. The separation of information into visual and auditory components enhances accessibility without reducing automation.
Data Source
AI summary
An interactive display response (IDR) system and a non-transitory computer readable medium. The IDR system includes an interactive display server (IDS), wherein the IDS is configured to: establish a data session with an interactive display application (IDA) installed on a mobile device, wherein the data session is established when a call is placed, via the mobile device, with a call center that is subscribed to provide IDR services; obtain, from the call center, a link to a data to be displayed via the IDA; and send, to the mobile device, the link to the data to be displayed on the mobile device; wherein the IDA is configured to determine whether the call center is subscribed to provide IDR services, wherein the IDA is further configured to send the results of the determination to the IDS.