Interactive Voice Response Pinning Mechanism
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Solution Overview
Problem
Conventional interactive voice response (IVR) systems become cumbersome for customers as they need to repeatedly navigate through complex menus to access frequently used self-service options, leading to increased interaction time and reduced customer satisfaction.
Innovation Solution
Implementing a method that allows users to pin frequently accessed menu options, enabling direct access to these options in subsequent interactions by storing user-generated identifiers associated with menu choices, thereby reducing navigation complexity.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a comprehensive IVR menu system is provided to offer a wide variety of services, then service coverage is improved, but menu navigation complexity increases
Solution Approach 1:
The patent segments the complex IVR menu navigation by allowing users to create shortcuts (pins) to frequently accessed menu options. This divides the navigation process into two parts: the full menu structure remains intact for comprehensive service coverage, while pinned shortcuts provide direct access paths to specific segments of the menu, reducing the perceived complexity for regular tasks.
Solution Approach 2:
The system performs preliminary action by pre-configuring direct access paths (pins) to frequently used menu options. Users can set up these pins in advance during their first interaction, and then simply reference the pin code in subsequent interactions to bypass the complex menu navigation structure, thereby reducing navigation complexity while maintaining full service coverage.
2Use of energy by moving object
If traditional menu navigation is used for each interaction, then system resource usage is reduced, but customer interaction time increases
Solution Approach 1:
The system performs preliminary action by pre-processing and storing the menu path information associated with each pin code. During pinned option access, the system retrieves the pre-stored menu path and directly navigates to the target option, avoiding repeated traversal of the full menu structure. This reduces both customer interaction time and system resource usage for navigation operations.
Solution Approach 2:
The system creates a simplified copy of the navigation path by storing the sequence of menu selections associated with each pin. Instead of re-executing the full navigation logic each time, the system uses this copied path information to quickly restore the customer to the previously accessed menu option, significantly reducing interaction time while maintaining efficient resource utilization.
3Device complexity
If full menu navigation is required for repeated access, then system simplicity is maintained, but customer satisfaction decreases
Solution Approach 1:
The patent segments the customer experience into two modes: full menu navigation for comprehensive service access and pinned shortcut access for frequent tasks. This segmentation allows the system to maintain its complete menu structure for simplicity and adaptability while providing a simplified navigation path through pins for improved ease of operation and customer satisfaction.
Solution Approach 2:
The pin code acts as an intermediary between the customer and the complex menu system. Instead of directly interacting with the multi-level menu structure, customers use the simple pin code as a mediator to access frequently used options. This intermediary layer maintains the integrity of the full menu system while significantly improving ease of operation for routine tasks.
Data Source
AI summary
A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.