IVR Menu Tree Visualization and Automatic Response
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Solution Overview
Problem
Interactive Voice Response (IVR) systems are difficult for users to navigate, requiring extensive manual input and time to reach desired customer service contact points, especially for frequent users, due to repetitive navigation and the need to re-enter responses.
Innovation Solution
A telephone device receives and displays IVR menu trees dynamically, allowing users to navigate visually using a joystick or keypad, and stores responses for automatic recall based on a timed response schedule, reducing manual input and navigation time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If a caller manually navigates through IVR menu trees by listening to prompts and pressing keys, then the caller can reach customer service contact points, but the navigation process becomes time-consuming and repetitive for frequent users
Solution Approach 1:
The system performs preliminary actions by downloading and storing IVR menu tree data before the caller needs to navigate. The menu structure, prompt timings, and expected responses are retrieved in advance and cached in the device, so that when a call is initiated, the navigation can proceed automatically or with minimal user input based on pre-fetched information.
Solution Approach 2:
The system creates a local copy of the IVR menu tree structure and stores it in the device's memory. This copy includes the hierarchical menu structure, prompt timings, and expected response patterns. By using this local copy instead of relying on real-time audio prompts, the device can automatically navigate the IVR system without requiring the caller to manually listen and respond to each prompt.
2Productivity
If a frequent user remembers what numbers to press, then navigation speed improves, but most users cannot remember the sequences and must re-navigate each time
Solution Approach 1:
The system provides self-service by automatically storing and recalling the correct response sequences for common IVR navigations. Instead of requiring the user to remember what keys to press, the device autonomously retrieves the stored response sequence from its database and inputs it automatically, or presents it to the user for confirmation, thereby eliminating the memory burden from the user.
Solution Approach 2:
The system implements feedback by monitoring the caller's navigation patterns and automatically updating the stored response sequences based on actual IVR system responses. When the device successfully navigates an IVR system, it learns from the interaction and updates its database, ensuring that future navigations use the most current and accurate response sequences.
3Ease of operation
If callers press '0' to skip menus and reach live persons, then navigation is simplified, but many systems have moved this option elsewhere forcing callers through the entire navigation system
Solution Approach 1:
The system dynamically adapts to different IVR system configurations by automatically detecting the menu structure and identifying the optimal path to reach a live person. Instead of relying on a fixed assumption that pressing '0' will work, the device analyzes the downloaded menu tree data to determine the current location of the 'live person' option and adjusts its navigation strategy accordingly, whether that requires pressing '0', selecting from a menu option, or following a different sequence.
4Ease of operation
If users navigate IVR systems on mobile devices with visual display, then navigation becomes more intuitive, but the device must download and process menu tree data dynamically
Solution Approach 1:
The system performs preliminary data retrieval by downloading the IVR menu tree structure before the user needs to navigate. The menu data is fetched in advance and stored in the device's memory, allowing the visual interface to be populated without delay. This pre-fetching approach enables the device to present a complete visual menu tree to the user immediately, rather than loading elements progressively during navigation.
Data Source
AI summary
Disclosed are devices and methods for receiving, by a telephone device, data of an Interactive Voice Response (IVR) menu tree that is made available to the telephone device by a server of a remote database, or in the alternative, is made dynamically available to the telephone device. In an embodiment, an IVR menu tree may include menu tags according to a menu description protocol and may be delivered as the IVR menu tree is updated so that the telephone device receives an up-to-date menu tree automatically. The received IVR menu tree may be visually output to the display screen of the telephone device. Accordingly, the received IVR menu tree can be visual menu output rendered as a menu tree display and configured to be navigable on the display screen by a user input device, such as a joy stick or key pad.