IVR Web Response System for Rich Media Content Delivery
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Solution Overview
Problem
Conventional IVR systems are limited in the types of content they can provide, often confusing callers and failing to accommodate multiple languages, restricting effective interaction between consumers and businesses.
Innovation Solution
A method and system that enable interaction using various types of content, including video, audio, and social networking information, by automatically downloading and presenting this content during voice calls through a web response, allowing for enhanced communication over both voice and data channels.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If conventional IVR systems use verbal recordings for interaction, then automated response capability is provided, but content variety and language accessibility are limited
Solution Approach 1:
The system enables a single IVR platform to deliver multiple content types (video, audio, text, social networking content) through one unified architecture. The web response mechanism allows the system to adaptively serve different content formats based on caller needs, eliminating the need for separate specialized systems for each content type while maintaining automated interaction capabilities
Solution Approach 2:
The patent introduces a web response intermediary layer that sits between the IVR system and various content sources. This mediator automatically downloads and manages diverse content types from web servers, translating them into formats suitable for phone-based delivery. The intermediary handles the complexity of multi-format content management, allowing the core IVR system to remain relatively simple while achieving high content versatility
2Productivity
If conventional IVR systems provide automated responses, then interaction efficiency is improved, but communication richness and user experience are reduced
Solution Approach 1:
The system merges automated voice response with rich media content delivery by combining traditional IVR capabilities with web-based content sources. Video, audio, text, and social networking content are integrated into the automated interaction flow, allowing the system to maintain high interaction efficiency while significantly enriching the communication experience through multiple content formats
Solution Approach 2:
The patent adds a new dimension to automated interaction by incorporating visual and social media content alongside traditional audio responses. This multi-dimensional content delivery transforms the interaction from purely auditory to a rich multimedia experience, providing callers with visual cues, social context, and varied content formats that enhance understanding and engagement while maintaining automated efficiency
Data Source
AI summary
A method, computer-readable medium and system for interacting using content are disclosed. A web response may be executed on a first computer system and/or another computer system associated with the first computer system responsive to the initiation of a call over a voice channel between the first computer system and a second computer system. The web response may include automatically downloading content over a data channel so that it can be automatically presented at the first computer system and/or another computer system associated with the first computer system. The content may include video, audio, information from a social networking website, a blog, other content, some combination thereof, etc. In this manner, more and/or different types of content can be used to communicate with callers by causing content to be presented in conjunction with communication over a voice channel.