Mobile Device IVR Interaction Automation
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Solution Overview
Problem
Current methods for interacting with automated voice response systems on mobile devices are limited in their ability to efficiently facilitate user interactions and data retrieval, often requiring manual input and lacking advanced navigation capabilities.
Innovation Solution
A system and method that enables mobile devices to interact with IVR systems by executing scripts that facilitate voice and data communication, allowing users to visually navigate IVR menus, send DTMF tones, and transmit identification information, enabling enhanced interaction and automation of tasks such as configuration updates and data retrieval.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If automated voice response systems use traditional menu-based interaction methods, then system complexity is reduced, but user interaction efficiency and task completion speed deteriorate
Solution Approach 1:
The patent introduces a mobile device as an intermediary between the user and the IVR system. The mobile device captures images of physical objects, extracts identifying information, and automatically transmits this information to the IVR system. This intermediary role eliminates the need for users to manually navigate complex voice menus while maintaining system simplicity, as the automated image recognition and information extraction processes occur on the user's device rather than requiring complex IVR processing.
Solution Approach 2:
The patent replaces traditional mechanical interaction methods (voice commands, button presses, menu navigation) with an automated optical recognition system. The mobile device's camera captures images, and software algorithms automatically extract and transmit identifying information to the IVR system. This substitution eliminates the need for users to interact with complex voice menus while maintaining simple system architecture, as the complexity is shifted to the mobile device's imaging and processing capabilities.
2Extent of automation
If users manually navigate IVR menus and input data, then system automation is reduced, but data accuracy and user control improve
Solution Approach 1:
The patent enables the system to serve itself by automatically capturing images with the mobile device camera, extracting identifying information through automated recognition algorithms, and transmitting this information to the IVR system without requiring manual user input. This self-service approach achieves high automation while maintaining data accuracy, as the automated image recognition processes are designed to accurately extract information directly from visual sources, reducing human error in data entry.
Solution Approach 2:
The patent performs preliminary actions by capturing images and extracting identifying information before the user initiates the IVR interaction. The mobile device pre-processes the visual information, extracts relevant data, and prepares it for transmission to the IVR system. This preliminary automation ensures accurate data is ready for system processing, eliminating the need for manual data entry during the IVR call while maintaining high data accuracy through automated recognition.
3Productivity
If IVR systems retrieve data from networks during calls, then data retrieval capability is improved, but call duration and user waiting time increase
Solution Approach 1:
The patent performs preliminary data preparation by capturing images and extracting identifying information on the user's mobile device before the IVR call is initiated. This pre-processing eliminates the need for the IVR system to retrieve basic identifying information from external networks during the call, reducing call duration and waiting time. The mobile device performs this preliminary action locally, and only the extracted information needs to be transmitted to the IVR system, significantly speeding up the data retrieval process.
Solution Approach 2:
The mobile device acts as an intermediary that pre-processes and prepares data before IVR system processing. By capturing images and extracting identifying information locally on the user's device, the system eliminates the need for time-consuming network retrievals during the IVR call. The mobile device mediates between the user's physical objects and the IVR system, performing preliminary data preparation that reduces overall call duration and improves data retrieval efficiency.
Data Source
AI summary
A system and method of facilitating communications between a mobile device and an interactive voice response system is described. In some cases, the mobile device determines a called number is associated with an IVR system, and performs an action in response to the determination. For example, the mobile device may present visual information to a user related to audio information received from the IVR system. In some cases, the mobile device sends DTMF tones to the IVR system in response to or without user input.