Visual Call Menu Display for Automated Voice Navigation
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Solution Overview
Problem
Automated telephone menus impose significant cognitive load on users due to the need to listen to lengthy audio messages to navigate through complex hierarchies, often leading to inefficiencies in call duration and resource consumption.
Innovation Solution
A method that programmatically analyzes audio data from call menus to determine selection options, displaying them visually on a device, allowing users to navigate through menus more efficiently via user input, and optionally caching selection options for faster access.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If automated voice describes menu options verbally, then callers can navigate the menu, but callers must listen to lengthy audio messages which increases cognitive load and call duration
Solution Approach 1:
The patent transforms the one-dimensional audio menu into a two-dimensional visual interface by displaying menu options on a screen. This allows callers to see multiple options simultaneously rather than listening sequentially to audio descriptions, reducing the time needed to navigate the menu while maintaining ease of operation.
Solution Approach 2:
The system creates a visual copy of the audio menu options displayed on the screen. Instead of callers listening to spoken options, they see text representations of the same menu structure, allowing parallel processing of information and faster navigation without increasing cognitive load.
2Loss of information
If automated voice provides detailed menu options, then callers can understand available choices, but the complexity of audio messages increases cognitive load on users
Solution Approach 1:
The patent displays text copies of menu options on the screen, allowing callers to read and process information at their own pace without the pressure of real-time audio delivery. This visual copy reduces cognitive load by eliminating the need to listen and process spoken words while maintaining complete information accuracy.
Solution Approach 2:
The system presents menu options in advance on the display before the caller needs to make a selection. Callers can review the complete menu structure and options at their convenience, rather than passively listening to audio messages, thereby reducing cognitive load while ensuring information is not lost.
3Productivity
If callers listen to audio messages to navigate menus, then they can select options, but computational and power resources are consumed
Solution Approach 1:
The system uses visual text display instead of audio processing to present menu options. This reduces computational resources by eliminating the need for real-time speech synthesis and audio playback, while maintaining menu navigation efficiency through visual presentation of options on the display screen.
Data Source
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AI summary
Implementations relate to determination and visual display of spoken menus for calls. In some implementations, a computer-implemented method includes receiving audio data output in a call between a call device and a device associated with a target entity. The audio data includes speech indicating one or more selection options for a user of the call device to navigate through a call menu provided by the target entity in the call. Text is determined by programmatically analyzing the audio data, the text representing the speech. The selection options are determined based on programmatically analyzing at least one of the text or the audio data. At least a portion of the text is displayed by the call device during the call, as one or more visual options that correspond to the selection options. The visual options are each selectable via user input to cause corresponding navigation through the call menu.