Multimodal Telephonic Communication System with Overlapping Voice and Data Sessions
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Solution Overview
Problem
Existing communication systems during calls are limited to single-mode interactions, primarily voice, lacking the ability to seamlessly integrate voice with multimedia information such as text, images, and video, which restricts the complexity and effectiveness of user interactions, especially in scenarios like customer service troubleshooting.
Innovation Solution
A multimodal interaction system that enables a telephonic device to exchange voice information with an IVR system while simultaneously communicating text, image, or video information with an application server, allowing for a comprehensive communication experience through overlapping data and voice communications sessions.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If a traditional voice-only communication system is used during calls, then the system is simple to operate, but the interaction complexity and information exchange capability are limited
Solution Approach 1:
The system is divided into two independent communication channels: a voice communication channel for audio interaction and a data communication channel for multimedia exchange. This segmentation allows each channel to operate independently with its own protocols and capabilities, enabling complex multimodal interactions while maintaining operational simplicity for each individual channel
Solution Approach 2:
The telephonic device is enhanced with multi-functionality by enabling it to simultaneously perform voice communication and data exchange operations. The device can handle both traditional voice calls and modern multimedia communications through a single integrated system, increasing adaptability without requiring multiple separate devices
2Loss of information
If voice-only communication is used, then the communication channel is simple, but the information exchange capability is insufficient for complex scenarios like customer service troubleshooting
Solution Approach 1:
The system merges voice communication and data communication into a unified call handling framework. Both communication modes are combined and coordinated through a single system architecture that manages voice streams and data streams simultaneously, enabling comprehensive information exchange while avoiding the complexity of multiple independent systems
Solution Approach 2:
An application server acts as an intermediary that coordinates between the voice communication channel and data communication channel. The server receives form information from the data channel, identifies telephone numbers, and facilitates the establishment of voice communication sessions, enabling seamless integration without direct complex interaction between the communication channels
3Productivity
If simultaneous voice and data communication sessions are established, then the communication effectiveness is enhanced, but the system requires more complex session management
Solution Approach 1:
The system performs preliminary actions by establishing the data communication session and exchanging form information before initiating the voice communication session. This preliminary data exchange allows the system to prepare communication parameters, identify participants, and set up context in advance, making the subsequent simultaneous operation of both sessions more manageable and efficient
Data Source
AI summary
A request is received from a user of a telephonic device to invoke an application on the telephonic device. A form is displayed to the user using the application. Information input into the form is received by the application along with an indication to submit the form information with a service request to a call handling system. A data communications session between the telephonic device and an application server of the call handling system is established using the application. The form information is provided to the application server. A telephone number of the telephonic device is identified from the form information using which a voice communications session is established with the telephonic device from an interactive voice response system of the call handling system. Voice information is exchanged with the user and text, image or video information is communicated to the user via the voice and data communications sessions respectively.