Accelerated IVR Script Execution for High-Speed Transaction Processing
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Solution Overview
Problem
Conventional IVR systems are inefficient in handling complex tasks at high speeds, leading to lost productivity and increased costs due to prolonged user interactions, and are often complicated and expensive to customize for specific corporate needs.
Innovation Solution
An accelerated IVR system utilizing a computerized IVR dialer that executes scripts at higher speeds by signaling to the IVR system, allowing for automated or semi-automated transactions, thereby reducing user interaction time and simplifying navigation through high-speed access handshakes and DTMF tone sequences.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Speed
If conventional IVR systems process transactions using standard scripts, then system reliability is maintained, but transaction processing speed is slow and user interaction time is prolonged
Solution Approach 1:
The system performs preliminary actions by executing authentication and routing scripts before the main transaction script. The dialer system pre-authenticates with the IVR system, retrieves routing information, and prepares transaction parameters in advance, allowing the main transaction to execute at higher speeds without compromising system reliability
Solution Approach 2:
The system dynamically adjusts script execution speed based on transaction type and system state. Accelerated scripts are used for routine transactions while standard scripts handle complex operations, creating a dynamic processing model that optimizes both speed and reliability for different operational contexts
2Adaptability or versatility
If IVR systems are customized for specific corporate needs, then adaptability improves, but system complexity and maintenance difficulty increase
Solution Approach 1:
The IVR system is segmented into modular script components that can be independently configured and maintained. Each corporate customization is implemented as a separate script module that can be added, removed, or modified without affecting the core system, reducing overall complexity while maintaining adaptability
Solution Approach 2:
The system employs universal script templates that can be adapted to multiple corporate needs through configuration parameters rather than custom code. A single accelerated script framework serves multiple transaction types across different corporations, reducing complexity while maintaining versatility through parameterized customization
3Productivity
If IVR systems handle all customer inquiries, then service coverage is comprehensive, but operational costs increase due to prolonged interactions
Solution Approach 1:
The system skips unnecessary interaction steps by using accelerated scripts that directly access transaction data and execute core functions without prolonged conversational exchanges. Routine transactions are rushed through using pre-configured script sequences, significantly reducing interaction time and operational costs while maintaining comprehensive service coverage
Data Source
AI summary
An interactive voice response method and system is described. A computerized IVR dialer signals to an IVR system that it is capable of high speed operations. The IVR system completes the high speed operations handshake with the IVR dialer. The two IVR components then continue processing of the IVR call at speeds higher than likely obtainable in a conventional IVR call, e.g., one in which the IVR dialer is performed by a human caller. The IVR system and the IVR dialer may employ a high speed IVR script that eliminates many of the instructional messages provided to human IVR callers and also eliminates or reduces the duration of pauses between the communication of information.