Dynamic and adaptable system and method for selecting a user interface dialogue model
a dynamic and adaptable system and user interface technology, applied in the field of communication systems, can solve the problems of reducing the effectiveness of the system, prohibitively expensive redesigning the system to incorporate a new dialogue model, and often ill-suited existing dialogue models for newly added tasks
Inactive Publication Date: 2006-11-16
NUANCE COMM INC +1
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AI Technical Summary
Benefits of technology
"The present invention relates to a communication system for interacting with customers, which includes a selection module, user interface dialogue model library, and selection criteria library. The selection module is designed to select an appropriate user interface type for a particular communication task. The system uses adaptable criteria weights to reflect changing environmental factors, customer views, and organizational factors. The technical effect of the invention is to provide a more adaptable and flexible system for selecting the appropriate user interface type for various communication tasks, improving the efficiency and effectiveness of the communication system while maintaining customer satisfaction."
Problems solved by technology
As a communication system changes over time, the existing dialogue model is often ill suited for newly added tasks.
However, the existing dialogue model is often maintained because redesigning the system to incorporate a new dialogue model is prohibitively expensive.
This may lead to a decrease in the effectiveness of the system as well as customer dissatisfaction and frustration.
Method used
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[0008] Preferred embodiments and their advantages are best understood by reference to FIGS. 1 through 3, wherein like numbers are used to indicate like and corresponding parts.
[0009] Now, referring to FIG. 1, a communication system for communicating with customers, depicted generally at 10, is shown. Communication system 10 is preferably designed to receive communications from customers or other constituents of an organization. In the present embodiment, communication system 10 is designed to receive incoming communications from telecommunications customers on behalf of a telecommunications company.
[0010] Communication system 10 includes selection module 12 which is operably connected with both user interface dialogue model 14 and selection criteria library 16. Persona library 50 as well as a plurality of communication task modules such as module A, 60 module B, 70 and module C, 80 are also operably connected with selection module 12.
[0011] In the present embodiment, selection mo...
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A communication system includes a selection module for selecting appropriate user interface types for nodes within a task. The selection module interacts with a selection criteria library and a user interface dialogue model library to determine an appropriate user interface. Selection criteria library and user interface dialogue model library may be selectively and dynamically adapted to reflect environmental, customer and organization changes.
Description
TECHNICAL FIELD OF THE INVENTION [0001] The present invention relates in general to communication systems and more particularly to an adaptable system and method for selecting a user interface dialogue model. BACKGROUND OF THE INVENTION [0002] Customers contact organizations such as telecommunications companies in order to accomplish tasks including ordering a service, requesting repair service, or asking questions about their bill. When a customer contacts the organization, the customer's call is connected to a user interface which may be a customer service representative or any of a number of automated systems. Currently, when designing a system for communicating with customers, the determination of the type interface or dialogue model a customer will interact with is decided at an early stage within the design of the communication system. Typically, designers choose a primary interface, such as a speech directed dialogue interface, and a secondary or back-up interface, such as a ...
Claims
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IPC IPC(8): G06F9/00G06F3/00G06Q10/06G06Q10/10G09G5/00H04M3/493
CPCG06Q10/06G06Q10/10Y10S715/978H04M2203/355H04M3/493
Inventor KNOTT, BENJAMIN A.BUSHEY, ROBERT R.
Owner NUANCE COMM INC