IVR to GUI Conversion for Call Center Navigation
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Solution Overview
Problem
Interactive Voice Response (IVR) systems are time-consuming and frustrating for callers as they often require navigating through numerous irrelevant menu options, leading to inefficient use of time and a poor user experience.
Innovation Solution
Implementing a visual representation of menus using a call center web server that generates graphical user interfaces (GUIs) based on existing IVR menus, providing real-time information and allowing users to make informed decisions, with the ability to upload files and input descriptive information, facilitating quicker navigation and improved user interaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional IVR systems are used to route telephone calls, then automated menu navigation is provided, but callers experience time-consuming navigation through irrelevant menu options leading to poor user experience
Solution Approach 1:
The patent transitions from audio-based IVR navigation to visual web-based GUI navigation, adding a visual dimension to the interaction. Callers can see menu options, representative information, and real-time status (available, busy, offline) on their device screens, allowing them to make informed decisions without listening to lengthy audio menus or guessing which option to select.
Solution Approach 2:
The system introduces a web server and graphical user interface as intermediaries between the caller and the IVR system. The GUI presents visual representations of menu options and representative profiles, acting as a mediator that translates traditional IVR functionality into an intuitive visual format that reduces navigation time and improves user experience.
2Ease of operation
If visual menus are implemented to improve navigation, then user experience is enhanced, but system complexity increases
Solution Approach 1:
The system uses a web-based GUI that can be accessed through various devices (smartphones, tablets, computers) with web browsers, making the visual menu system universally accessible without requiring device-specific applications or complex proprietary interfaces. This multi-functionality approach simplifies the overall system architecture while maintaining ease of operation.
Data Source
AI summary
A device may be configured to receive information regarding a call center. The received information may include an interactive voice response (“IVR”) menu configuration that includes contact information for contacts associated with the call center, and audible options to place a call to the contacts via the contact information for the contacts. The device may parse the IVR menu configuration to generate a graphical user interface (“GUI”) menu configuration, which may comprise visual selectable options that correspond to the audible options. Selection of a particular one of the visual selectable options may cause a call to be placed to a particular contact that is associated with the particular visual selectable option. The device may further store or output the GUI menu configuration.