IVR Navigation Replay for Faster Return to Live Support
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Solution Overview
Problem
Existing interactive voice response (IVR) systems often frustrate users by making it difficult to reach a live customer service representative, especially when calls are disconnected, and redial options are ineffective due to changing menu structures.
Innovation Solution
A smart redial controller on a media device records user inputs during a first call and provides automated navigation to a desired point in a subsequent call by injecting menu inputs based on the recorded interactions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Device complexity
If IVR systems use layered menu structures to organize options, then system complexity is reduced and maintenance is easier, but user navigation time and effort increase significantly
Solution Approach 1:
The system performs preliminary action by automatically executing recorded navigation sequences from successful previous calls. The media device stores and replays the specific key presses and voice responses needed to reach desired destinations, eliminating the need for users to manually navigate through layered menus again.
Solution Approach 2:
The system uses copying by creating and storing a digital record of the navigation path taken during a successful call. This recorded sequence is then copied and executed in subsequent calls to the same destination, replacing the need for users to re-traverse the menu structure manually.
2Ease of manufacture
If IVR menus are redesigned to improve organization, then system maintainability improves, but previously recorded navigation paths become obsolete
Solution Approach 1:
The system applies dynamics by making the navigation path adaptive rather than static. When a call is disconnected or fails to reach the desired destination, the system detects the failure and allows for real-time updates to the recorded navigation sequence, ensuring the path remains valid even after menu changes.
Solution Approach 2:
The system uses feedback by monitoring whether the automated navigation successfully reaches the desired destination. If the navigation fails or the call is disconnected, the system receives feedback about the failure and can update the recorded sequence accordingly, ensuring continued reliability despite menu changes.
3Extent of automation
If redial options provide manual key press sequences from previous calls, then some navigation automation is achieved, but users must still manually input commands at specific prompts
Solution Approach 1:
The system implements self-service by automatically executing the complete navigation sequence without requiring user intervention. The media device autonomously plays recorded voice responses and inserts key presses at the appropriate moments, allowing the system to serve itself rather than requiring the user to manually follow prompts.
Solution Approach 2:
The system merges multiple actions into a single automated process. Instead of separating voice responses and key presses into distinct manual steps, the system combines them into one integrated automated navigation sequence that executes both types of inputs in the correct order without user involvement.
Data Source
AI summary
In aspects of interactive telephone system navigation, a media device maintains a record of menu inputs to navigate an interactive telephone menu based on a first call and associates a telephone number of the first call with the record. The media device detects the telephone number initiated for a second call and provides an automated navigation of the interactive telephone menu during the second call.