Voice Assistant IVR Navigation and Document Context
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Solution Overview
Problem
Users face frustration when trying to understand complex service provider documents and navigate automated phone systems to reach service representatives, leading to inefficient communication and increased user dissatisfaction.
Innovation Solution
An intelligent voice assistant that can receive audible requests to call a service provider, navigate interactive voice response systems, and connect users directly with representatives, while also providing document summaries and context to service representatives during calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users navigate automated phone systems to reach service representatives, then they can access customer service, but the process becomes time-consuming and frustrating
Solution Approach 1:
The patent introduces an intelligent voice assistant as an intermediary that acts between the user and the automated phone system. The voice assistant receives the user's request, processes it, and initiates the call to the service representative, thereby mediating the interaction and eliminating the need for users to navigate complex IVR menus themselves.
Solution Approach 2:
The voice assistant performs preliminary actions by proactively initiating the phone call to the service representative once it receives the user's request. Instead of waiting for the user to manually dial or navigate menus, the system prepares and executes the connection in advance, reducing the time and effort required from the user.
2Productivity
If representatives explain documents verbally over the phone, then communication is maintained, but the interaction becomes frustrating and inefficient
Solution Approach 1:
The patent employs screen sharing technology that creates a visual copy of the document on both the user's and representative's screens. This allows the representative to point to and explain specific portions of the document visually, and the user can see exactly what is being discussed, eliminating the frustration of purely verbal explanations.
Solution Approach 2:
The interaction is enhanced by adding a visual dimension to the phone conversation. Instead of limited verbal communication, the system enables shared visual space through screen sharing, allowing both parties to see and interact with the document simultaneously, thereby improving comprehension and reducing frustration.
3Loss of information
If service providers send detailed documents to users, then complete information is provided, but users find the process of reviewing documents confusing and tedious
Solution Approach 1:
The intelligent voice assistant serves as an intermediary that bridges the gap between the detailed document and the user's understanding needs. It can read and explain the document content to the user, acting as a mediator that translates complex information into comprehensible explanations without requiring the user to navigate the document themselves.
Solution Approach 2:
The patent replaces the mechanical process of manual document reading and analysis with an automated voice-based system. Instead of users physically reviewing and parsing detailed documents, the voice assistant uses speech recognition and synthesis to convey the essential information, substituting a more efficient automated system for the manual process.
Data Source
AI summary
A system and method of using an intelligent voice assistant to assist a user is described. The intelligent voice assistant includes a voice module to control speech functionality and one or more other modules that provide a variety of other assistance, including a document explanation module, a push content module, a call connection module, or an enhanced assistant module. The modules may be configured as applications that are downloaded to the intelligent voice assistant and used to provide various assistance to the user to explain documents, pay bills, call a customer service representative, navigate to a target view on an application of a user device, or retrieve diagnostic data for sensors in communication with the intelligent voice assistant.