Visual Interactive Voice Response System Integration
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Solution Overview
Problem
Interactive voice response systems lack the ability to provide visual data alongside auditory information, limiting user interaction and service delivery.
Innovation Solution
Integrating visual data, such as text, images, or videos, into interactive voice response scripts, allowing simultaneous auditory and visual presentation of menu options or information, and enabling visual data to be sent to user devices via a media server in conjunction with pre-recorded voice menus.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If visual data is integrated into interactive voice response scripts, then user interaction is enhanced and service delivery is improved, but device complexity increases
Solution Approach 1:
A media server is introduced as an intermediary component that handles visual data delivery separately from the voice response system. The media server receives visual data from the IVR system and delivers it to user devices, allowing the core IVR system to remain relatively simple while still enabling enhanced visual interactions through the intermediary media server
Solution Approach 2:
The system is designed to work with multiple types of user devices (mobile phones, tablets, computers) that have visual display capabilities. The media server and IVR system can serve both traditional voice-only interactions and enhanced visual interactions through the same infrastructure, making the system universally applicable across different device types
2Loss of information
If visual data is sent to user devices via media server, then information delivery is enhanced, but data transmission requirements increase
Solution Approach 1:
The system selectively delivers visual data based on what is necessary to enhance the interaction, rather than transmitting all possible visual information. Visual data is sent only when it complements the voice menu or provides essential navigation information, avoiding excessive data transmission while still improving information delivery
Data Source
AI summary
An interactive voice response system receives a communication initiated by a remote requesting party. Based upon receipt at the interactive voice response system of the communication, visual data to provide to the remote requesting party as part of an integrated interactive script is determined. The visual data is provided to the remote requesting party as part of the integrated interactive script. Depending upon a selection of the remote requesting party, individual elements of the integrated interactive script are sent to the remote requesting party iteratively based upon interaction between the remote requesting party and the interactive voice response system, or multiple individual elements of the integrated interactive script are sent together to the remote requesting party, and individually presented to the remote requesting party based upon interaction between the remote requesting party and the interactive voice response system.