Graphical Interactive Visual Response System for IVR Queue Management
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Solution Overview
Problem
Conventional Interactive Voice Response (IVR) systems are voice-based, requiring users to listen through menu options, leading to frustration and wastage of mobile minutes, especially for mobile phone users, due to the need to wait in call queues without the ability to navigate visually.
Innovation Solution
A graphical interactive visual response system using a network server that allows users to navigate through a graphical user interface on their device, selecting options to initiate communication, which is managed by the server to establish connections with service representatives when they become available, avoiding the need for continuous call waiting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If conventional voice-based IVR systems are used, then users can interact with the system through voice and keypad inputs, but users must listen through all menu options sequentially, leading to increased waiting time and consumption of mobile minutes
Solution Approach 1:
The patent transitions from a traditional voice-based single-dimensional interaction to a graphical user interface that presents menu options visually in a two-dimensional space. This allows users to see all menu options simultaneously rather than listening sequentially, enabling faster navigation and reducing waiting time while maintaining ease of operation through visual selection.
2Productivity
If conventional voice-based IVR systems are used, then the system can handle large call volumes, but mobile phone users consume valuable mobile minutes while waiting in the queue
Solution Approach 1:
The system allows users to navigate through menu options and prepare their selections in advance using the graphical interface before the actual call is established. This preliminary navigation action occurs while the user is not on a active call, preventing the consumption of mobile minutes during the queue waiting period while maintaining the system's ability to handle large call volumes.
3Extent of automation
If conventional voice-based IVR systems are used, then the system provides automated service, but users experience frustration and may drop the call due to long waiting times
Solution Approach 1:
The patent introduces a graphical user interface as an intermediary between the user and the automated IVR system. This intermediary allows users to interact with the automated service through visual menu selections rather than voice commands, enabling faster navigation and reducing frustration. The graphical interface acts as a buffer that improves call completion rates while maintaining the automated service level.
Data Source
AI summary
A communications system and method is provided for facilitating access to a service center resource. A request is received from a mobile device of a user to access a service center associated with a destination specific application on the mobile device. The request includes information entered by the user and associated with the request. An identification of a service center resource of the service center that matches needs of the user based upon the information entered by the user and a determination of an availability of the service center resource is made. A first communication is launched to a communications address associated with the mobile device and a second communication is launched to a communications address associated with the service center resource. The first communication and the second communication are bridged.