Automated IVR Number Entry via Stored Sub-Level Sequences
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Solution Overview
Problem
The process of interacting with service desk managers, such as dialing 10086, is complex and inefficient due to lengthy and unclear voice announcements, requiring manual step-by-step inputs for frequent queries, which lowers manipulation efficiency.
Innovation Solution
A method and apparatus that save and automatically use number records to dial phone numbers, allowing for automatic entry of information based on previous interactions, eliminating the need for manual input by storing root-level and sub-level number information and sending corresponding sub-level information during subsequent calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual step-by-step input according to voice announcements is used, then the service desk manager can provide services, but the manipulation efficiency is low and the process is extremely complex
Solution Approach 1:
The patent applies preliminary action by pre-recording the sequence of input operations (number information) that users need to enter during IVR interactions. The system automatically retrieves and inputs these pre-recorded sequences during subsequent calls, eliminating the need for manual step-by-step input and significantly improving manipulation efficiency while reducing operational complexity
Solution Approach 2:
The system implements self-service by automatically performing the input operations that previously required manual user intervention. The terminal device autonomously retrieves stored number information and inputs it according to the IVR system's prompts, allowing the system to serve itself without requiring the user to manually follow complex voice announcement procedures
2Loss of information
If voice announcements are made lengthy and detailed, then comprehensive service information is provided, but the announcements become excessively long and difficult to hear clearly
Solution Approach 1:
The patent applies segmentation by dividing the service information into two components: (1) comprehensive voice announcements that provide all necessary service information, and (2) pre-recorded number information sequences that capture the specific input operations needed. This segmentation allows the voice announcements to remain detailed and informative while the actual input process is automated, resolving the conflict between information completeness and ease of operation
Solution Approach 2:
The patent introduces an intermediary element - the pre-recorded number information sequence - that mediates between the comprehensive voice announcements and the user's input actions. Instead of requiring users to manually interpret and input information from lengthy announcements, the system uses the recorded sequence as an intermediary to automatically perform the input operations, maintaining information completeness while improving ease of operation
Data Source
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AI summary
This application discloses a method and an apparatus for storing a phone number, and a method and an apparatus for dialing a phone number. The method for dialing a phone number includes: obtaining, by a communications terminal from a number record of a called party, root-level number information of the called party, number information of sub-levels 1 to j, and a relationship between the root-level number information and the number information of sub-levels 1 to j; calling the called party for the second time according to the root-level number information; and after the second call succeeds, sending, according to a relationship between the root-level number information and sub-level i number information, the sub-level i number information corresponding to an ith input prompt of the called party, where i ≥ 1 and i ≤ j. According to the foregoing manner, information can be automatically entered to the called party according to an input prompt of the called party.