Visual Voice Call System for Automated Telephony
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Solution Overview
Problem
Conventional automated telephone applications are limited to voice and touchtone communications, unable to present visual information, leading to time-consuming and frustrating experiences for callers, particularly when navigating multiple menu options, which can deter customer satisfaction and patronage.
Innovation Solution
A system and method for visual voice calls that allow content providers to manage and associate visual content with telephony identifiers, enabling the synchronized display of visual information during voice calls, using a content management subsystem, content server, application server, and client communication subsystem to recognize telephony signals and push relevant visual content to voice communication devices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Extent of automation
If automated telephone applications use prerecorded voice instructions to guide callers through menu choices, then the system can provide automated service without human operators, but the call time becomes lengthy and frustrating for callers
Solution Approach 1:
The patent introduces a visual dimension to traditional voice-based telephone applications. By displaying menu choices and information visually on the caller's device screen simultaneously with voice playback, the system allows callers to process information through both auditory and visual channels. This dimensional addition enables callers to see menu options instantly rather than waiting for sequential voice recitation, dramatically reducing call time while maintaining full automation.
2Loss of information
If automated telephone applications recite multiple menu choices audibly, then callers can understand all options, but the process becomes time consuming and burdensome
Solution Approach 1:
The patent merges visual display capability with traditional voice-based telephone application functionality. The system combines visual presentation of menu choices with audible recitation, allowing callers to simultaneously see and hear all menu options. This combination eliminates the need to wait for sequential voice delivery while maintaining complete information delivery, resolving the contradiction between information completeness and time efficiency.
3Adaptability or versatility
If conventional telephone applications are limited to voice and touchtone communications, then the system remains simple and reliable, but the type and amount of information that can be presented to callers is restricted
Solution Approach 1:
The patent makes the telephone application multi-functional by integrating both visual display and voice communication capabilities into a single system. The application can now present information through multiple channels (visual and auditory) simultaneously, greatly enhancing its adaptability and versatility in delivering information and services without requiring separate systems for each function.
Data Source
AI summary
In an exemplary method, at least one telephony attribute associated with a voice call directed from a client communication subsystem to a voice network identifier is detected. Visual content that has been predefined as being associated with the at least one telephony attribute is identified. A request for the visual content is initiated in response to the detecting step. The visual content is received, in response to the initiating step, for display at the client communication subsystem.