IVR System Device Detection and Integration
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Solution Overview
Problem
Current interactive voice response (IVR) systems are inflexible and inefficient in handling dynamic problems and situations, particularly when dealing with multiple callers for the same issue, and fail to integrate with advanced user devices like smartphones and smart TVs, leading to a poor user experience.
Innovation Solution
An IVR system capable of detecting and integrating multiple user devices, allowing callers to switch or add devices such as smartphones, tablets, and smart TVs during a call, using audio recordings to suggest device integration based on user input and device capabilities, enabling interactive menu navigation and additional communication modes like video conferencing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If traditional IVR systems are used with single device communication, then system simplicity is maintained, but user experience deteriorates due to inability to integrate multiple devices
Solution Approach 1:
The IVR system is designed to support multiple communication modes (voice, video, text) and integrate with various user devices (smartphones, tablets, smart TVs, computers) through a unified architecture. The system can dynamically adapt to different device types and capabilities, allowing a single IVR system to serve multiple functions and device integrations without requiring separate systems for each device type.
Solution Approach 2:
The system dynamically detects available user devices and adapts its communication mode based on device capabilities and user preferences. The IVR system can switch between voice-only mode, video conferencing mode, text-based mode, or hybrid modes during a call, and can add or remove devices from the conversation as needed, making the system flexible and adaptive rather than static.
2Productivity
If IVR systems handle each caller individually, then call handling simplicity is maintained, but productivity deteriorates when dealing with multiple callers for the same issue
Solution Approach 1:
The system merges multiple callers into a single group conference call when they are calling about the same issue. Instead of handling each caller separately through individual IVR interactions, the system detects common call purposes and combines multiple callers into one shared communication session, allowing them to listen to the same IVR menu options and participate in the same conversation stream, thereby improving efficiency when multiple callers have identical needs.
Solution Approach 2:
The system creates virtual copies of the IVR interaction experience for each participant in a group call. Each caller receives the same menu options and can navigate independently through the IVR system while sharing the same communication channel, allowing parallel processing of multiple callers without requiring separate physical infrastructure for each interaction.
3Ease of operation
If IVR systems use only voice communication, then system simplicity is maintained, but ease of operation deteriorates for users needing visual assistance
Solution Approach 1:
The system transitions from purely audio-based IVR navigation to multi-dimensional interaction by integrating visual displays on user devices. The IVR menu options are presented both as spoken audio and as visual text on the user's device screen, allowing users to read and navigate menus visually in addition to hearing them auditorily, thereby improving ease of operation for users who prefer or need visual assistance.
Data Source
AI summary
A system and method includes one or more processors one or more processors coupled to a memory. The one or more processors may execute instructions from the memory to perform the steps including receiving an audio communications request from a first user device of a user, identifying a second user device of the user in response to receiving the audio communications request, providing a suggestion that the user use the second user device with the system, receiving a response from the user responding to the suggestion, establishing a communication channel with the second user device, and providing content associated with the audio communications request to the second user device.