Dial and see - Tackling the voice menu navigation problem with cross-device user experience integration

Abstract

lVR (interactive voice response) menu navigation has long been recognized as a frustrating interaction experience. We propose an lM-based system that sends a coordinated visual lVR menu to the caller's computer screen. The visual menu is updated in real time in response to the caller's actions. With this automatically opened supplementary channel, callers can take advantages of different modalities over different devices and interact with the lVR system with the ease of graphical menu selection. Our approach of utilizing existing network infrastructure to pinpoint the caller's virtual location and coordinating multiple devices and multiple channels based on users' ID registration can til so be more generally applied to create integrated user experiences across a group of devices. Copyright 2005 ACM.