Mobile Station Interactive Multimedia Response System
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Solution Overview
Problem
Current Interactive Voice Response (IVR) systems are inefficient for mobile station users, as they require callers to listen to audio instructions and perform multiple steps to access services, leading to frustration and unnecessary routing to live agents, especially for non-native speakers or those with hearing difficulties.
Innovation Solution
Implementing an Interactive Multimedia Response (IMR) system that detects predetermined numbers and provides visual and audio cues, allowing users to interact through visual objects and audio signals, enabling self-service options directly on the mobile station without the need for additional steps, and routing calls to appropriate call centers based on user input.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional IVR systems use audio instructions only, then the system can be simple to implement, but users find it difficult to understand and navigate, especially non-native speakers or those with hearing difficulties
Solution Approach 1:
The patent merges visual and audio response channels into a unified IVR system. The mobile station displays visual objects representing service options on its screen while simultaneously providing audio instructions, allowing users to navigate the IVR menu through both visual and auditory cues. This multi-channel approach makes the system more accessible to users with hearing difficulties or non-native speakers while maintaining implementation feasibility through standard mobile station display and audio capabilities.
2Productivity
If IVR systems require multiple steps for service access, then comprehensive service options can be provided, but users experience frustration and unnecessary routing to live agents
Solution Approach 1:
The patent implements preliminary action by having the mobile station detect the dialed number and automatically display the relevant visual objects and service options before the call is routed to the call center. When a user dials a service number, the system pre-loads and displays the corresponding visual menu and audio instructions, allowing users to immediately see and interact with service options without undergoing multiple preliminary steps or lengthy audio menus.
3Extent of automation
If calls are routed to call centers for all service requests, then comprehensive customer service can be provided, but system resources are wasted on simple queries that can be handled automatically
Solution Approach 1:
The patent enables self-service by allowing users to interact with visual objects on their mobile stations to access service information and perform actions directly. Users can tap visual objects representing service options, receive corresponding audio feedback, and complete simple service requests without call center agent intervention. This self-service capability handles routine queries automatically while preserving the option to route complex issues to call centers, thereby optimizing resource utilization.
Data Source
AI summary
A mobile station provides an Interactive Multimedia Response to a user's call. The mobile station detects when a user dials a predetermined telephone number. In response, at least one visual object representing available services is displayed. In response to a user's input, at least one visual object representing a service selected by the user may be displayed. In a Call Intercept Mode, the mobile station detects a telephone number entered by the user to initiate an outgoing call to a destination that provides account-specific data. The mobile station then conducts a data communication with a self service server of the communication service provider to obtain the account-specific data corresponding to the detected telephone number. Upon receiving the account-specific data, at least one visual object including the requested account-specific data is displayed on the mobile device.