Visual IVR Menu Navigation via Web Intermediary Interface
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Solution Overview
Problem
Current IVR systems are inefficient and frustrating for users due to lengthy and verbose menus, lack of transparency in wait times and queue lengths, and the inability to access a live operator, leading to customer dissatisfaction and time wastage.
Innovation Solution
A system and method that allows users to navigate IVR menus visually without dialing the number, displaying the menu options, wait times, and queue lengths through a webpage, enabling users to activate a 'call me' option and input their number for direct connection to the chosen service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If users navigate IVR menus by listening to verbal prompts and pressing keys, then the system can handle multiple callers simultaneously, but users experience significant time wastage and frustration due to lengthy menus and inability to see options
Solution Approach 1:
The patent introduces a visual intermediary interface (webpage or mobile display) that mediates between the user and the IVR system. This visual interface displays the menu hierarchy, current position, and available options, allowing users to navigate without listening to lengthy verbal prompts. The intermediary translates the audio-based IVR system into a visual navigation experience, resolving the contradiction between simultaneous call handling and user time efficiency.
Solution Approach 2:
The system performs preliminary actions by displaying the complete menu structure and all available options to users before they actually place their call. Users can review the menu hierarchy, understand what options are available, and plan their navigation path in advance. This preliminary visual briefing eliminates the need to listen to menus during the call, significantly reducing call duration while maintaining system capacity.
2Adaptability or versatility
If IVR menus provide comprehensive options for all services, then users can access diverse functions, but the menu becomes verbose and overwhelming making navigation difficult
Solution Approach 1:
The patent applies segmentation by displaying the IVR menu as a hierarchical tree structure divided into multiple levels and branches. Each node represents a specific service category or option, allowing users to see the complete service coverage while navigating through organized segments rather than facing a overwhelming flat list. Users can expand or collapse different branches to focus on relevant sections.
Solution Approach 2:
The patent transforms the traditional linear audio menu into a two-dimensional visual display with spatial organization. The menu hierarchy is presented with visual cues showing parent-child relationships, current position, and available paths. This dimensional transformation allows comprehensive service coverage to be displayed in an organized, navigable format that is much easier to process than verbal prompts.
3Loss of information
If users must call the IVR number to see menu options, then the system can provide real-time menu information, but users cannot make informed decisions about wait times or queue lengths before calling
Solution Approach 1:
The system performs preliminary retrieval and display of menu information, wait times, and queue length data before the user places their call. The visual interface fetches and presents all relevant information in advance, allowing users to make informed decisions about whether to call and which options to select. This eliminates the information gap that currently exists until after the call is connected.
4Adaptability or versatility
If IVR systems provide detailed menu options, then users can access specific services, but users may forget or fail to decide on the appropriate option during the first pass through the menu
Solution Approach 1:
The patent creates a visual copy of the IVR menu structure that mirrors the audio menu hierarchy. This visual replica allows users to review all options, sub-options, and service categories at their own pace without time pressure. Users can refer back to the displayed menu structure multiple times during the call setup, eliminating the memory burden of recalling menu options while maintaining access to all services.
Data Source
AI summary
In one aspect, the present invention provides a system and method for enabling a user to more easily navigate an IVR menu by, for example, displaying to the user a visual representation of the IVR menu.