IVR Menu Options via Text Message for Call Efficiency
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Solution Overview
Problem
Conventional interactive voice response (IVR) systems in call centers face inefficiencies due to the need for callers to repeatedly listen to menu options, leading to delays and reduced call processing efficiency.
Innovation Solution
Implementing a system that dynamically adds a visual channel to IVR interactions, allowing menu options to be presented both vocally and visually through text messages, enabling callers to view options simultaneously with voice prompts, thereby reducing repetition and processing time.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If menu options are presented only through voice interface, then callers can interact using speech, but callers must repeatedly listen to menu options causing delays and reduced efficiency
Solution Approach 1:
The patent adds a visual dimension to the traditional voice-only IVR interface by sending text messages containing menu options to the caller's mobile device. This multi-dimensional approach allows callers to see menu options simultaneously with hearing them, eliminating the need to repeatedly listen and reducing call processing time and delays.
2Ease of operation
If multiple menu options are recited serially through voice, then all options can be presented to the caller, but confusion increases and interaction becomes difficult
Solution Approach 1:
By transmitting menu options as text messages to the caller's mobile device, the system provides visual reinforcement of the voice-delivered menu options. This dual-channel presentation (visual and auditory) reduces confusion and improves interaction ease by ensuring callers can clearly see and retain all menu options without relying solely on serial voice recitation.
3Productivity
If a visual channel is added to IVR interactions, then menu options can be displayed to callers reducing delays, but system complexity increases
Solution Approach 1:
The patent introduces a messaging server as an intermediary component that handles text message transmission to callers' mobile devices. This mediator manages the visual channel communication separately from the voice IVR system, allowing the visual enhancement to be added without significantly complicating the core IVR architecture and maintaining call processing efficiency.
Data Source
AI summary
A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.