IVR Visual Prompt Menu for Call Navigation
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Solution Overview
Problem
Interactive Voice Response (IVR) systems are inefficient for callers as they require listening to automated voice prompts and navigating through sequential options, which is time-consuming and inefficient, especially for callers using devices without visual capabilities.
Innovation Solution
A dynamic graphical rendering method that generates a visual prompt menu on capable devices, allowing callers to select options graphically and optimizing call sequences based on availability and prior history, reducing wait times and improving navigation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated voice prompts are used in IVR systems, then organizations can handle large call volumes efficiently, but callers experience increased wait times and interaction inefficiency
Solution Approach 1:
The patent introduces a visual dimension to the traditional audio-only IVR interaction by displaying graphical representations of call options on the caller's device screen. This allows callers to see and select options simultaneously while the automated voice prompt continues, creating a parallel information channel that reduces perceived wait time and improves interaction efficiency without reducing call handling capacity
Solution Approach 2:
The system pre-loads and displays visual call option menus to callers before they need to make selections. By presenting all available options and their visual representations in advance, callers can quickly scan and choose their desired action without listening through sequential voice prompts, thereby reducing interaction time while maintaining the system's ability to handle large call volumes
2Device complexity
If sequential voice prompt navigation is used, then IVR systems maintain simple architecture, but callers experience inefficient interactions with multiple listening steps
Solution Approach 1:
The patent adds a visual display dimension to the traditional audio-based IVR navigation. By rendering graphical icons and text representations of call options on the caller's device screen, the system provides a dual-channel interface (audio + visual) that enables faster option identification and selection without fundamentally altering the underlying IVR system architecture or increasing its complexity
Solution Approach 2:
The system creates visual copies or representations of the call options that are displayed on the caller's device. These visual copies (icons, text, graphics) mirror the audio menu structure but provide a tangible, visible interface that callers can scan and interact with more efficiently than listening to sequential voice prompts, thereby improving ease of operation without adding system complexity
Data Source
AI summary
A method, computer system, and a computer program product for dynamic graphical rendering of call options is provided. The present invention may include receiving, by an interactive voice response (IVR) system, a phone call from a telephonic device. The present invention may include determining that the telephonic device includes a visual menu device type. The present invention may include generating a visual prompt menu having a visual representation of a set of call options included in the IVR system. The present invention may include transmitting the generated visual prompt menu to a display of the telephonic device. The present invention may include receiving, from the telephonic device, at least one selected call option from the generated visual prompt menu. The present invention may include processing, by the IVR system, a call sequence based on the received at least one selected call option from the generated visual prompt menu.