Mobile App IVR Menu Navigation and Secure Authentication
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Interactive Voice Response (IVR) systems are often perceived as unhelpful and difficult to use due to their inherent design constraints, leading to customer frustration, as they aim to reduce operational costs by minimizing human agent interaction.
Innovation Solution
An integrated system and method that combines a mobile application with an IVR system, allowing users to navigate IVR menus on their mobile devices, bypass levels, authenticate securely, and access sensitive information without speaking it, while providing contextual information and shortcuts for efficient interaction.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If IVR systems use automated voice and DTMF tones to reduce operational costs, then company operational cost is reduced, but user experience deteriorates due to unhelpful and difficult navigation
Solution Approach 1:
The patent introduces a mobile device as an intermediary between the user and the IVR system. The mobile device displays visual menus and options, allowing users to navigate the IVR system more easily through visual interaction rather than solely through voice or DTMF tones. This mediator enhances ease of operation while maintaining the automated cost-saving benefits of the IVR system.
Solution Approach 2:
The patent adds a visual dimension to the traditional audio-based IVR interaction. By displaying menus and options on the mobile device screen, users can see and interact with the system in multiple dimensions (visual and auditory), making navigation more intuitive and easier without requiring human agent intervention.
2Reliability
If IVR systems require users to speak sensitive information, then system security is compromised, but authentication capability is maintained
Solution Approach 1:
The mobile device serves as a secure intermediary that handles sensitive information display and input. Users can authenticate through the visual interface on their mobile device without speaking sensitive information over the phone, maintaining both security and authentication capability.
Solution Approach 2:
The patent replaces the acoustic transmission of sensitive information (speaking passwords or personal information) with visual display and text-based interaction on the mobile device. This substitution eliminates the security risk of voice transmission while maintaining authentication functionality.
3Loss of information
If IVR systems provide detailed menu options through voice, then information completeness is improved, but interaction time increases due to listening requirements
Solution Approach 1:
The patent adds visual display to the audio menu system, allowing users to see all menu options simultaneously on their mobile device screens. This visual dimension eliminates the need to listen through sequential voice menus, providing complete information instantly while significantly reducing interaction time.
Solution Approach 2:
The mobile device displays the complete menu structure and all available options to the user before they make selections. This preliminary presentation of information allows users to plan their navigation path in advance, reducing the time needed to interact with the IVR system compared to listening through voice menus step-by-step.
Data Source
Figure 1
Figure 2
Figure 3
AI summary
System and method for integrated interactive response system and mobile devices are disclosed. According to one embodiment, a method for using an interactive response system with a mobile device may include (1) an application executed on a mobile electronic device initiating contact with an interactive response system for a first provider; (2) the application retrieving a plurality of menus for the interactive response system; (3) the application displaying a first menu comprising a first plurality of options for the interactive response system; (4) receiving a first selected option from one of the first plurality of options; and (5) the application providing the interactive response system with the first selected option.