Visual IVR Interface for Smartphone Call Routing
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Solution Overview
Problem
Current IVR systems do not effectively utilize the capabilities of smartphones for enhanced user interaction, leading to inefficient customer service experiences and increased resource expenditure in call centers, as they rely solely on voice-based navigation and do not leverage the visual capabilities of smartphones.
Innovation Solution
Implementing a visual interaction system that intercepts calls to call centers, providing users with visual interfaces on their smartphones, allowing them to navigate IVR menus visually and making selections that automatically route calls to relevant agents or departments, thereby reducing the need for voice-based navigation and enhancing user experience.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If voice-based navigation is used in IVR systems, then call center operations can be maintained, but user interaction efficiency is limited and resource expenditure increases
Solution Approach 1:
The patent replaces the voice-based interaction mechanism with a visual interface mechanism. Instead of requiring users to navigate IVR menus through voice commands or keypad inputs, the system presents visual menus on the smartphone screen that users can interact with by tapping or scrolling, substituting the acoustic/mechanical interaction mode with a visual one.
Solution Approach 2:
The system makes the smartphone serve multiple functions: it acts as both the calling device and the visual display terminal. By leveraging the smartphone's existing display and touch capabilities, the system adds visual interaction functionality without requiring separate hardware, thereby improving efficiency while avoiding additional resource consumption.
2Ease of operation
If visual interfaces are implemented on smartphones, then user interaction efficiency improves, but system complexity increases
Solution Approach 1:
The patent introduces a visual interface layer as an intermediary between the user and the IVR system. This visual layer translates the backend IVR menu structure into visual representations that users can easily understand and interact with, simplifying the user experience while the backend system remains unchanged.
Solution Approach 2:
The system creates a visual copy or representation of the traditional voice-based IVR menu structure. Instead of fundamentally redesigning the IVR system, it generates visual equivalents of menu options and navigation paths, allowing users to interact with familiar content in a more intuitive visual format.
3Measurement precision
If visual navigation is provided, then call routing accuracy improves, but data transmission requirements increase
Solution Approach 1:
The system transmits only the essential visual menu structure and option identifiers needed for navigation, rather than transmitting complete audio files or detailed descriptions. By providing just enough visual information to guide user selection, the system achieves accurate routing while minimizing data transmission.
Data Source
AI summary
A system, or device, may be configured to receive a request to place a voice call; forgo placing the requested voice call; and present a visual interface, associated with an intended callee of the requested voice call, in lieu of placing the requested voice call. The system or device may determine to place the voice call to the original number, or to a different number, based on an input, which is based on the visual interface, from a user who may have, or may not have, made the request.