Message-Based IVR Menu Reconnection After Call Drop
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Solution Overview
Problem
Existing communication systems, such as IVR services, often require users to manually restart the process after disconnection, leading to frustration and lost interactions due to the inability to reconnect to the intended destination without repeating the entire IVR traversal.
Innovation Solution
Implementing a message-based IVR menu reconnection system that determines the node of disconnection, transmits selectable menu options to the calling device, and reconnects the call to the appropriate destination endpoint upon user selection, allowing seamless continuation of the call without re-navigating the IVR menu.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If a user disconnects from a call during IVR menu traversal, then the call is terminated, but the user must manually restart the entire IVR process which increases loss of time and user frustration
Solution Approach 1:
The system performs preliminary action by sending a message with IVR menu options to the user's device before the user would need to manually restart the process. The message includes selectable elements corresponding to menu options, allowing the user to quickly reconnect without re-traversing the entire IVR menu structure.
Solution Approach 2:
A message system acts as an intermediary between the telephony system and the user's device. When a call disconnects, the message system transmits a message containing IVR menu options to the user's device, enabling the user to select and reconnect to the appropriate destination without manually navigating through the IVR menu again.
2Ease of operation
If the system sends a message with multiple selectable menu options to the calling device, then the device complexity increases, but the ease of operation improves by allowing users to reconnect without re-navigating IVR
Solution Approach 1:
The IVR menu options are segmented into individual selectable elements within a message. Each menu option is represented as a separate selectable element that the user can independently choose from, rather than requiring the user to navigate through a hierarchical menu structure. This segmentation simplifies the user interaction while distributing the complexity across multiple discrete options.
3Productivity
If the system automatically reconnects the calling device to a destination endpoint based on message selection, then productivity improves by reducing call setup time, but the extent of automation increases system complexity
Solution Approach 1:
The system implements feedback by monitoring which selectable element the user chooses in the message and automatically reconnecting the call to the corresponding destination endpoint. The system receives the user's selection as feedback and uses it to automatically establish the appropriate connection, eliminating the need for manual IVR navigation and improving call completion efficiency.
Data Source
AI summary
Message-based interactive voice response (IVR) menu reconnection is used to reconnect a calling device to a destination at a specific node of a call path after the calling device disconnects from a call with the destination. Menu options of an IVR service presented during a call between the calling device and the destination are determined responsive to the calling device disconnecting from the call. A message including one or more selectable elements each associated with one of the menu options is then transmitted to the calling device. Responsive to a selection of a selectable element at the calling device, the calling device is connected to a destination endpoint. Thus, where the calling device had partially or fully traversed an IVR service during the call, the message-based IVR menu reconnection disclosed herein enables the calling device to reconnect to the destination without having to repeat that IVR service traversal.