Radish Blog

ChoiceView Hotlines Visually Interact!

In times of social isolation, it’s imperative that communications be clear and accurate. Personal assistance is more important than ever. Voice-only phone calls can be difficult to understand, confusing, and frustrating.

ChoiceView® is ideally suited for COVID-19 hotlines and other telehealth services where visual materials — including forms to fill out and buttons for approval — need to be shared with patients during a phone call. Hotlines come in two arrangements: answered by an IVR (Interactive Voice Response) system or answered by a person. ChoiceView addresses both cases by delivering visual materials to callers as part of the regular phone call. The result is improved efficiency and information comprehension. ChoiceView allows users to understand up to 6X better than voice only. It’s been called “a revolutionary technology that will have great impact on telehealth and other use cases!”

A phone call is familiar to everyone and doesn’t require setup or training. Most COVID-19 hotlines, for example, are accessed by a regular phone call. ChoiceView starts with the familiarity of a phone call and adds a visual dimension. It fills the gap between a basic phone call and a video teleconference. It doesn’t need a mobile app, so it works with first-time callers. It preserves voice quality without needing a high-bandwidth connection. It’s inherently compatible with business phone systems and voice platforms such as Amazon Connect, Twilio, Bandwidth, and Avaya.

ChoiceView Agent is the app used by doctors, hotline staff, and help desk personnel. It’s a pure web app that runs in a browser. There’s nothing to install and no system integration required. The ChoiceView Agent dashboard is preloaded with a visual library for the designated use case — for example, COVID-19 instructions and charts. It allows virtually any visual information available on the sender’s screen to be shared with the caller by click, drag-and-drop, or copy-and-paste. The caller sees the results and can save them for later, all while talking on the same phone call without using a mobile app.

ChoiceView Visual IVRs solve the problem of trying to convey complex COVID-19 information to users by voice ony. With ChoiceView, a generic phone call to an IVR can now include visual menus and visual responses in addition to voice prompts. Radish provides such visual IVRs in its product line. Alternatively, companies themselves can build ChoiceView directly into their own IVRs using the ChoiceView REST API. In the case of Amazon Connect, the ChoiceView REST API is packaged as a ChoiceView Lambda function, allowing developers to easily add ChoiceView visual capabilities through Amazon’s contact flow editor. Amazon estimates that developers already familiar with Amazon Connect can get up and running with ChoiceView in 5 minutes.

See how it works. This example illustrates a ChoiceView Virtual Agent answering the call with subsequent transfer to a nurse. A patient can also reach a nurse directly.

Learn more about ChoiceView products for hotlines and see how ChoiceView is dramatically and easily enhancing customer engagement. “Now I see what you’re talking about!”™

Dr. Richard A. Davis, CTO

Dr. Richard A. Davis

Dr. Davis’ personal mission for two decades has been the improvement of consumer and business transactions using voice/data technologies. In 1990, he co-founded Radish Communications Systems Inc. to invent, develop, and pioneer a new modem protocol for sending data during ordinary phone calls.

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