Interactive Sign Language Response System for Accessible IVR
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Solution Overview
Problem
Interactive Voice Response (IVR) systems are inadequate for deaf, hard-of-hearing, or speech impaired individuals as they require voice or audio communications, which can be inaccessible and costly, especially when human sign language interpreters are needed for video relay services.
Innovation Solution
An Interactive Sign Language Response (ISLR) system that uses video calls to provide and receive sign language prompts, enabling deaf or hard-of-hearing individuals to interact through video prompts displayed on a videophone, with automatic detection of sign language gestures and responses, eliminating the need for voice communications or human agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If IVR systems use voice and audio communications to interact with callers, then the system can handle large call volumes efficiently, but the system becomes inaccessible to deaf, hard-of-hearing, or speech impaired individuals
Solution Approach 1:
The patent replaces the acoustic field (voice/audio communications) with the optical field (video communications). The ISLR system uses video calls instead of voice calls, displaying visual prompts and receiving visual responses through sign language, thereby making the system accessible to deaf, hard-of-hearing, and speech impaired individuals while maintaining automated call handling capability
Solution Approach 2:
The patent changes the fundamental communication parameter from audio frequency (voice) to video frequency (visual signals). By transforming the interaction mode from auditory to visual, the system enables D-HOH-SI individuals to communicate through sign language while the automated system processes these visual inputs to maintain efficient call handling
2Ease of operation
If human sign language interpreters are used to assist D-HOH-SI individuals with video relay services, then accessibility is improved, but the cost increases significantly
Solution Approach 1:
The patent enables the system to serve itself by implementing automated sign language recognition capabilities. The ISLR system uses computer vision and machine learning algorithms to automatically interpret sign language gestures from D-HOH-SI individuals, eliminating the need for human sign language interpreters and significantly reducing communication costs while maintaining accessibility
Solution Approach 2:
The patent introduces an automated video analysis intermediary that mediates between the D-HOH-SI individual's sign language and the IVR system. This intermediary uses image processing and pattern recognition to translate visual sign language inputs into system-comparable data, replacing the human interpreter role and reducing costs
3Extent of automation
If IVR systems require voice responses from callers, then automated processing is efficient, but speech impaired individuals cannot interact with the system
Solution Approach 1:
The patent makes the system universal by enabling it to process multiple types of responses. The ISLR system can handle both traditional voice/DTMF responses and visual sign language responses through a unified automated processing framework, allowing callers with different communication abilities to interact with the same system
Solution Approach 2:
The patent introduces dynamic adaptability by enabling the system to switch between different response modalities. The ISLR system can dynamically adjust to receive responses in the format most suitable for each caller (voice, DTMF, or sign language), maintaining automated processing efficiency while accommodating diverse communication needs
Data Source
AI summary
An interactive sign language response (ISLR) system and method are described herein. The method includes receiving, by the interactive sign language response system, a video call from a videophone used by a video calling party, the video call including a video signal between the videophone and the interactive sign language response system; sending, by the interactive sign language response system and by way of the video call, a video prompt to be displayed on the videophone of the video calling party; and detecting, by the interactive sign language response system and by way of the video call, a response from the video calling party to the video prompt. In at least one embodiment, the interactive sign language recognition system performs automatic sign language recognition to determine one or more gestures in the video signal.