Smartphone Data Channel for IVR Menu Navigation
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Solution Overview
Problem
Current automated telephone attendant systems (AA/IVR) primarily rely on voice-based interactions, which are slow and inefficient, lacking the ability to provide text or visual information, making navigation of complex menus cumbersome and time-consuming.
Innovation Solution
Implementing a method that utilizes smart phones with graphical user interfaces to establish a data channel separate from the voice channel, allowing menu structures and additional information to be retrieved from an online database and displayed on the phone, enabling users to navigate AA/IVR systems more efficiently and interact with visual prompts.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If voice-only connections are used to interact with AA/IVR systems, then system compatibility is maintained, but interaction speed and efficiency deteriorate
Solution Approach 1:
The patent divides the interaction system into two independent channels: a voice channel for audio interaction and a data channel for visual information delivery. This segmentation allows the voice channel to maintain compatibility with existing AA/IVR systems while the data channel provides enhanced visual menus and information, thereby improving interaction speed without increasing overall system complexity
Solution Approach 2:
The patent introduces a data channel as an intermediary between the user and the AA/IVR system. This intermediary delivers visual menu structures and promotional information separately from the voice channel, enabling faster information delivery and more efficient user navigation while keeping the original voice-based AA/IVR system unchanged
2Adaptability or versatility
If complex menu structures are provided in AA/IVR systems, then functionality is enhanced, but navigation time increases
Solution Approach 1:
The patent adds a visual dimension to the traditional voice-based menu navigation by delivering menu structures through a data channel. Users can see the menu hierarchy, options, and promotional information visually while simultaneously hearing voice prompts, enabling faster comprehension and decision-making without reducing menu functionality
Solution Approach 2:
The patent replaces the purely auditory mechanical interaction (listening to voice prompts and pressing keys) with a visual information delivery system. The data channel transmits menu structures and promotional content as visual data that users can process faster than audio, thereby reducing navigation time while maintaining full menu functionality
3Productivity
If promotional information is delivered through voice channels only, then system simplicity is maintained, but information delivery efficiency deteriorates
Solution Approach 1:
The patent segments information delivery into two distinct channels: voice channels for audio communication and a data channel for visual information delivery. Promotional information is delivered through the data channel in visual form, allowing faster and more efficient transmission compared to voice-only delivery, while the segmented channel structure prevents complexity in the core AA/IVR system
Data Source
AI summary
Method of using a computerized smart phone to navigate remote auto attendant telephony systems with a menu structure. The auto attendant's menu structure is put into an online computer database. When the caller uses the smart phone to call and establish a voice channel with remote auto attendant telephony system (using the telephone number of that system), software applications running on the caller's smart phone communication device intercept the telephone number and along with the voice channel, also establish a data channel with the online computer accessible database. The caller's smart phone can then retrieve at least some of the menu structure of the auto attendant telephony system through this data channel. This application software can then display at least some of the menu structure of the remote auto attendant telephony system on the graphical user interface of the user's smart phone synchronized with the audio delivery of the menu structure, facilitating interactions with the auto attendant system.