Automated Call System Personalization via Response Capture
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing automated telephone call techniques are often perceived as impersonal and context-insensitive, making them ineffective in engaging recipients as they lack the personal touch and memory of human interactions.
Innovation Solution
The system captures specific responses from initial automated telephone conversations and uses this data to create personalized and intelligent subsequent interactions, allowing for follow-up calls that build upon previous information and actions, utilizing an automated calling system with speech recognition capabilities to simulate human-like conversation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If automated telephone calls use standard speech recognition techniques, then call volume and coverage can be increased, but the calls become impersonal and context-insensitive
Solution Approach 1:
The system performs preliminary actions by capturing and storing responses from initial calls before subsequent calls are made. This allows the system to have information ready in advance for personalizing follow-up calls, resolving the contradiction between high-volume automated calling and personalized interaction.
Solution Approach 2:
The system implements feedback by using responses captured from initial calls to inform and personalize subsequent calls. This feedback loop enables the system to maintain personalization capabilities while handling large volumes of calls, as each call's information is fed back into the system for future interactions.
2Device complexity
If automated calls use generic scripts, then system complexity is reduced, but the calls lack intelligence and personalization
Solution Approach 1:
The calling system is segmented into distinct components: initial call execution, response capture and storage, and subsequent call generation. This segmentation allows each component to remain relatively simple while the integrated system achieves high context-sensitivity and intelligence through the coordination of these modular parts.
3Productivity
If follow-up calls reference previous interactions, then recipient engagement increases, but data storage and processing requirements increase
Solution Approach 1:
The system extracts only the essential responses and information from initial calls that are needed for personalizing subsequent calls. Rather than storing and processing all call data, the system selectively captures relevant information, reducing data storage requirements while maintaining high recipient engagement through personalized follow-up calls.
Data Source
AI summary
Techniques are disclosed for making an automated telephone call more interactive and intelligent by saving responses gathered from a previous call and using that information to build more personal and engaging subsequent interactions. An initial telephone call can be designed with data needs in mind. Relevant responses from the initial calls can be captured and stored and a follow-up call can be created that includes dialogs that reference specific information from the previous interactions with the system. Such build call techniques can be utilized on outbound, as well as inbound calls, and can simulate a human being's ability to listen, remember and refer to past conversations, making the automated telephone calls more interactive and effective.