Mobile IVR Interface Visual Menu Navigation
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Solution Overview
Problem
Interactive Voice Response (IVR) systems often require users to navigate through lengthy audio menus and make multiple selections to perform desired actions, which can be time-consuming and inefficient, especially when wait times for representatives exceed thresholds.
Innovation Solution
A mobile device interface that presents graphical action elements allowing users to quickly select actions related to IVR systems, such as contacting representatives, without needing to listen to and navigate through interactive dialogues, using a combination of IVR data and interface content server-generated information to provide real-time status updates and options.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If users navigate through lengthy audio menus in traditional IVR systems, then the system can provide comprehensive automated support options, but the time required and user effort increase significantly
Solution Approach 1:
The patent creates a visual copy of the IVR menu structure displayed on the user's mobile device screen. This graphical representation allows users to see and select from menu options without listening to and navigating through lengthy audio menus, directly reducing the time and effort required while maintaining comprehensive support options
Solution Approach 2:
The patent introduces a mobile device interface as an intermediary between the user and the traditional audio-based IVR system. This intermediary layer presents visual menu options that bridge the gap between user needs and system capabilities, enabling faster access without requiring users to navigate through extensive audio pathways
2Ease of operation
If traditional IVR systems require multiple selections through audio menus, then the system can guide users through complex options, but user input requirements and complexity increase
Solution Approach 1:
The patent displays a visual copy of the IVR menu structure on the mobile device, transforming the complex audio navigation path into a simple visual interface. Users can see all available options at once and select directly, dramatically simplifying the interaction while reducing the perceived and actual complexity of navigating through multiple selections
3Loss of information
If IVR systems provide real-time status information, then users can make informed decisions about wait times and options, but the system complexity and data processing requirements increase
Solution Approach 1:
The patent implements feedback by displaying real-time status information such as current queue position, estimated wait time, and available options directly on the mobile device interface. This continuous feedback loop allows users to make informed decisions about whether to wait or seek alternative options, improving information availability while the visual interface manages the complexity of processing and displaying this data
Data Source
AI summary
A mobile device, such as a smart phone, receives and presents interactive audio content from an interactive voice response (IVR) system. The mobile device provides an interface that enables a user to navigate through a menu presented in the interactive content. The interface further presents action elements that identify actions that can be requested through the menu, and selection of the one of the action elements may cause the IVR to perform an associated action. For example, the interface may identify representatives at a call center, and a selection of one of the action elements causes the IVR to establish a communication between the mobile device and the selected representative. The action elements may further identify status information associated with the call center, such as an expected wait time.