Automated Telephone Navigation Scripting via Call Recording
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Solution Overview
Problem
Navigating and retrieving user-specific information from automated telephone systems is time-consuming and inefficient, requiring manual interaction with multiple menu prompts.
Innovation Solution
A method and system that record and transcribe interactions with automated telephone answering systems, allowing for the creation of call scripts that automate interactions, enabling subsequent automated navigation and information retrieval without human participation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual interaction with automated telephone systems is used, then information can be retrieved, but time consumption increases significantly
Solution Approach 1:
The system creates a virtual copy of the human user's interaction pattern by recording and transcribing manual navigation steps. This copied interaction script is then executed automatically by the computer system, eliminating the need for real-time human navigation through menu prompts and significantly reducing time consumption.
Solution Approach 2:
The patent replaces the mechanical process of manual telephone interaction (human speaking and listening to prompts) with an automated computer system that uses speech recognition and text-to-speech technology. The computer automatically navigates the telephone menu system based on transcribed interaction patterns, substituting human mechanical operations with automated digital processing.
2Loss of time
If automated navigation is implemented, then time is saved, but system complexity increases
Solution Approach 1:
The system performs preliminary actions by recording and transcribing the complete interaction pattern during an initial manual navigation session. This pre-recorded script is stored and then automatically executed in subsequent calls, eliminating the need for complex real-time decision-making algorithms and reducing overall system complexity.
Solution Approach 2:
The automated system serves itself by using the initially recorded interaction pattern to automatically navigate future calls without requiring continuous human intervention or complex adaptive algorithms. The system reuses the same transcribed script for repeated information retrieval tasks, simplifying the automation mechanism.
3Extent of automation
If call scripts are created from recorded interactions, then automation is enabled, but initial setup time is required
Solution Approach 1:
The system requires a one-time preliminary action where the user performs manual navigation and interaction to record the complete telephone menu structure and required information exchange pattern. This initial recording creates the basis for all subsequent automated interactions, making the time investment worthwhile for repeated use cases.
Solution Approach 2:
The system creates a reusable copy of the interaction pattern from the initial manual session. This copied script can be automatically executed multiple times for different callers or different instances of the same information retrieval task, amortizing the initial setup time across numerous automated interactions.
Data Source
AI summary
A system and method of navigating an automated telephone answering system (TAS) may include recording incoming and outgoing portions of a call with the TAS, separating the recording into a series of prompt-response segments, customizing at least one response, and storing the segments as a script for use in subsequent calls to the TAS.